Email Help Desk
Leave the challenge of managing a slew of customer emails to ServiceJourney.
Encourage self-service by intelligently surfacing knowledge articles that are relevant to the journey.
Achieve true omnichannel – not multichannel – customer service.
Consolidate data, processes, and events to create a single source of reliable informaiton.
Modern case management
Orchestrate consistent and accurate resolutions every time with cases that can adapt to diverse and unpredictable situations. Surface the most relevant and actionable information to employees based on the interaction or work at hand. Create any number of case types that have their own workflows, fields, SLAs, and business rules.
Provide agents with a 360-degree view of each customer’s history and prior interactions.
Add and modify forms that are key to each case type; add validations, field guides, and more.
Track simple and complex cases with milestones tailored to how each case type should be resolved.
Track tickets across the front, middle, and back office
Boost efficiency and transparency across multiple channels and organization silos by automating work when possible, deferring to human judgement when required. Automate repetitive processes, route tasks to employees based on their skills, and group similar cases to streamline resolution and unite your front and back offices. Track tickets coming from multiple channels and assign them to individuals, teams, departments, or specialized queues.
Assign incoming emails to agents based on queue and skill level.
Convert your emails into new cases or attach to existing cases, bringing all attachments with them.
Integration & APIs
Send case data to other systems or allow other systems to push, create, route, and close work.
Deploy chatbots that get things done
Guide customers to faster resolutions, without talking to a human. Automatically help customers answer questions, engage them with follow up information, and transfer the entire conversation history and context to the right human agent.
Achieve omnichannel, not just multichannel
Make it easy for customers to engage with your business, where and when it’s right for them. Channels are connected so conversations are seamless, agents are more productive, and information can be shared across your company — all without losing focus.