The Customer Service Hub is designed to empower agents to deliver fast, personalized service and support. With interactive dashboards, guided business process flows, and a timeline that delivers a unified view of customer communications, the app simplifies an agent’s job and helps increase productivity.
The app is available on the web in a browser and on mobile.
Create effortless support experiences
Make it easy to find answers through self-service, community, or social channels. Intelligently route cases from any channel to the right agent for quick resolution.
Leverage artificial intelligence through virtual agents
Automate resolution and free up agents for high-value interactions. Built on the most powerful artificial intelligence framework in the market, service bots are smart, fast, and always available.
Resolve issues with predictive care
Keep customers happy by avoiding service and support issues. Analyze data from connected devices and take action before warning signs become a problem.
Customer Service Hub dashboards are a one-stop workplace where agents and supervisors review their workload and take actions to resolve issues. Dashboards make it easier to review and act on information coming from various entity views and queues and make it easier to apply additional filtering with visual, global, and timeframe filters to quickly narrow down what is most actionable and urgent.
Business process flows for standardized case handling
Business process flows ensure that agents enter case data consistently and follow the same steps every time they interact with a customer.
Business process flows support floating and docked mode for process stages, which lets agents view case information and update the process stages simultaneously.
Search for knowledge articles on the reference panel
Reference panel tabs allow agents to quickly find related records, or search knowledge articles for accounts, contacts, cases, and other knowledge articles.