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Help Desk Ticketing Software - ActivDesk

Today globally customers and business leaders alike agree that the three most critical facets of service delivery are a prompt response, well-informed service desk representatives, and a speedy resolution to the issue reported.

The ever-increasing customer expectations call for fast response & exceptional quality of service. Businesses have recognized the importance of evolving their current capabilities to meet ever changing customer demands and invest in emerging technologies to speed up the service delivery mechanisms. Superior customer services are proving to be the distinguishing factor for the success of any business. It is a known fact that today customers do repeat business with firms that deliver the excellent and reliable services and support.

In order to optimize organizations, there is a definite need to arm their service / help desk representatives with multi-channel communication tools viz: support ticket system, help desk, artificial intelligence (AI), bot’s etc. & precise information to deliver swift & resolute service on each customer interaction. With ID-Cloud, a premium unified contact center software a true omni-channel contact center solution that supports all digital channels, like voice, video, text messaging, mobile apps and social media integrated with ActivDesk Help Desk Software makes it the right fit for MSME and Enterprises. ActivDesk is an intelligent, intuitive & comprehensive omni-channel help desk ticketing software that makes customer service & help desk processes effective by enhancing customer satisfaction levels.

Help Desk Ticketing Solution Features

  • True Omni-channel contact center solution that supports all digital channels, like voice, video, text messaging, mobile apps and social media etc.
  • Multi Deployment options viz: on Public / Private Cloud; Hybrid Cloud & on premise solutions makes it the best in class solution
  • Option for Online & Offline ticket registration
  • A single UI to connect / manage tickets
  • Unified Agent view of all previous interactions for consistent customer service & 360º view of ticket life cycle
  • Automatic ticket assignment with the help desk ticketing system
  • Intelligent Routing of tickets based on filters like accounts, Keyword, email subjects, etc.
  • Google NLP enabled Voice Bot, sentiment analysis powered Web Chat / WhatsApp Chat Bot
  • Option to easily transfer a Chat / Bot conversation to a live available help desk representative
  • Supervisors / Admin can balance the load route tickets to the best available agents for quick resolution
  • SLA Management - define response and resolution time
  • Escalation Management - auto / manual escalation option moves tickets to the next level
  • Real-time time monitoring to helps meet defined service levels
  • Rules customization for Email and SMS alerts in case of any outages and for tickets unresolved / resolved
  • Predefined templates for quick replies
  • Option to automate follow ups and send notifications for critical support issues
  • Comprehensive Reports

Help Desk Ticketing System Benefits

  • Customer can communicate via their preferred channel viz: phone, email, social media, chat etc.
  • No Investment on in premise IT infrastructure setup & maintenance
  • Option to host over public / private cloud to gives flexibility & convenience to the user
  • Anywhere, anytime access – use it from anywhere
  • Deliver precise information swiftly for resolute service on each customer interaction
  • Helps increase organizational / employee efficiency & reduce infrastructure & deployment costs
  • AI-propelled engagement tools help deliver customer service 24 x 7
  • Improved Service Productivity ensures customer experience across multiple channels is consistent
  • Helps identify problem areas, find solutions & streamline processes spurring Business Growth
  • Best suited for Order Booking & Home Delivery, Banking, Telemarketing & Sales, Car Rentals, Collections, Patient Care & Pathology Services, etc.
  • Low Total Cost of Ownership with quick Return on Investment
  • Easy to install and ready to run