How 360Desk works
Make customer support easy with a powerful ticketing system
360Desk is an easy-to-use cloud based software that enables businesses and customers to easily connect with each other. The helpdesk offers some exceptional features so you can enhance your support process and improve customer satisfaction. Interactions initiated by customers through different communication channels can be tracked and managed from a single dashboard. The multi-touch point functionality results in improved customer engagement.
360Desk offers a robust email ticketing system that automatically converts your support emails into tickets and makes them available in your helpdesk. Email ticketing assists agents to resolve customer queries in a more systematized manner. Respond to customers requests sent via email without leaving your helpdesk.
Your company’s support email accounts can be integrated with Customer360 in two ways – Forwarding & POP/IMAP
Once the integration is complete, all new emails appear as tickets in your helpdesk.
Gather maximum customer information before you begin working on support requests. The helpdesk widget enables your customers to instantly share their feedback and raise support requests from your website. It requires no dedicated page and seamlessly hovers over your site thereby encouraging an increased number of customer interactions. The form can be embedded as a widget or as iframe within a matter of minutes.
To configure the form as iframe, the code has to be pasted on the page where you want it to appear. Based on your website’s dimensions, you can also change the height and width of the iframe.
Set up condition-based routing rules to automatically assign the right tickets to the right agents.
Nominate backup agents to ensure that effective support is delivered to customers at all times.
Segregate or combine customer requests for higher productivity and improved resolution speed.
Save time by crafting a single response for customer queries that are similar in nature.
The SaaS application provides multi-platform access and extensive compatibility with various browsers and operating systems. Agents can easily interact with customers at any time and from anywhere through web and mobile devices.
A great deal of your time and efforts is saved as all upgrades, maintenance and updates are managed from our end.
The need for setting up any hardware or server racks in your office premises is eliminated. All vital information relating to your business and customers is stored on cloud servers.
Purchase individual products or the complete suite of customer support products, whichever suits your business needs. Regardless of the plan you select, you can purchase as many agent licenses as required to accommodate all the members of your support team.
360Desk requires no prior software installation or setup. Businesses can gain immediate access to the helpdesk just by logging into the system. Whereas, customers can make use of sources such as email, helpdesk widget or iframe to get in touch with your business. The smooth UX makes providing customer support really easy and a lot less time consuming. Support teams can gain a single view of all ticket related information through the interactive dashboard offered by Customer360. They can also track and measure their progress with weekly performance reports.