Get insights into your customer service team’s performance with powerful tools that will help you analyze and better manage your customer support, and enable you to offer your customers a better customer support experience.
Give each teammate a personal inbox and help them keep track of their tasks. Inboxes include a built-in ticket counter to help you monitor every agent’s performance, and a mentions filter to view tickets where you've been mentioned.
The built-in collision detection feature automatically displays when another teammate is typing or viewing a particular ticket to prevent your customer support helpdesk team from replying to the same ticket twice.
Use custom ticket conditions to automatically assign incoming tickets to agents from your support team. Your customer service team will be able to respond to customer queries more efficiently, with faster and more organized replies.
Add private notes to the conversation that only you and your team can see, with built-in functionality for individual agent mentions that alert your agents automatically whenever their attention is needed on a particular ticket or conversation.
Analyze Your Team's Performance
Track your team's performance with a variety of in-platform charts, insights, resolved ticket reports, and more. Evaluate trends and more easily spot opportunities to improve your team’s productivity.
Utilize Data to Make Better Decisions
Keep an eye out for problems on a daily basis, and identify trends that can help you make more informed decisions in various areas of your business – from pre-sales service and after-sale support, to review generation and inventory management.
Assign custom permissions to each agent on your customer service team, and delegate responsibilities in a more organized fashion. Keep sensitive information such as passwords safe and secure, while still granting access to specific marketplace accounts, tools, and various features.
Manage and fulfill orders across channels from one place. Handle returns, upload tracking, and even monitor shipments, all from one simple user-friendly interface.
Send shipping updates, automate common replies, create smart custom service templates, and eliminate repetitive tasks with a selection of built-in automations.
Automate your review requests and increase the number of positive reviews you receive with the help of personalized automatic feedback messages.