User Experience of creating and submitting a ticket

User Experience of responding and receiving a response

Route tickets based on values of fields, changes to ticket status and time based conditions

Respond to common requests with standard reply

Service Level Agreement Management

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

Share and collaborate on tickets with multiple customer service representatives

Identifies the customer and personalizes interaction at every touchpoint.

Can route contacts to agents the customer has worked with before.

Prioritizes limited time on hold or waiting for responses; can add personnel to calls as needed.

Provides a repository of information that can be used by those seeking support.

Makes articles in the knowledge base searchable on the web.

Enables users to engage with other users to solve common issues.

Allows site administrators to participate in forums and update FAQs accordingly.

Allows multiple related channels to interact at once (email and SMS, phone and voice chat, etc.) to reduce transfers.

Uses NLP to keep a transcript of conversations from all channels.

Prompts agents to engage customer on potential topics of interest when appropriate.

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

Creates tickets from forum questions that were not resolved within the community.

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

Embeds live chat capabilities within self-service tools.

Archives conversations in a separate location for later reference.

Enables employees to denote potential customers.

Establishes a knowledge base for employee reference during conversations.

Provides a central location for help requests, helping employees respond sooner.

Allows for the creation of profiles for contacts and customers.

Connects employees with customers through an email solution.

Connects employees with customers through a social media solution.

Connects employees with customers through a live chat solution.

Connects employees with customers through a calling solution.

Connects employees with customers through a text message solution.

Provides opportunity for customers to give feedback through a survey.

Enables administrators to create customized reports reflecting customer satisfaction.

Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents.

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket.

Ability for customer service agents to communicate with customers via live chat to solve problems live.

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks.

Make and receive calls directly in the application. Track and record calls for analysis.

Central repository for account and contact information.

Central repository for tracking products and product versions customer is using.

Provides ability for customer reps to use a script when calling customers for common reasons.

Automates interactions with telephone callers so that calls can be routed to the appropriate agent.