Highly Interactive FAQs: Answers to most frequently asked questions can be compiled in the online FAQs. This helps customers in finding the right answer on their own, thereby freeing agents to handle complex tasks.

Comprehensive Knowledge Base: Informative articles describing solutions for most pressing customer concerns can be provided in the form of a searchable online Knowledge Base.

Support through Email: For concerns requiring human touch, customers can also send their queries through email and can receive prompt response in their inbox.

Ticket Number: System generates a ticket number for each incoming query, which is sent to the customer through an acknowledgement email.

Query Status Update: By making use of the ticket number, the customer can view the status of his query to see whether it is answered or is still pending.

Canned or Auto Responses: Based on a highly evolved AI based engine, all incoming emails are scanned and the engine sends automatic response to repetitive customer queries.

Agent Self Service Desk: Agents have access to their FAQs and Knowledge Base, which contains information about your company, products etc., thereby enabling them to handle customer queries with ease.

Content Management: Complete content approval and version control for FAQs and Knowledge Base remains with the supervisor / manager. This ensures that only relevant and accurate information goes live in front of the customers.

ACD and Skill Group Categorization: Route customer queries automatically to appropriate agents based on their availability, skills etc.

Reporting: Generate drill down reports based on customers and their activities, agents and their performance, total visitors and their behavior etc.

Administration and Customization: Administer agents, customers, reports etc from the administrator dashboard. Customize the look and feel to suit your website color scheme and fonts.