Handle customer requests from one screen.
In most companies customer service runs through several channels at once: the call center, a shared email address, a form on the website, messaging apps. Each channel has its own list and its own follow-up. When a customer calls a second time, it is hard to find someone who knows what was discussed before, and where a request is waiting only becomes clear when someone asks.
The system we build brings these channels together in one place. Whichever channel a request comes from, it becomes a record, is linked to the customer’s account and is tracked until it is closed.
Requests on one screen
Thanks to the call center integration, a customer who calls is recognized as soon as the call starts. The agent sees the customer’s past requests, open orders and earlier conversations on the same screen. Requests from email, web forms and messaging land in the same list, so nobody has to check two separate systems.
The right team, the right priority
Each request is assessed by its topic, the customer type and its urgency according to agreed rules, then assigned to the right team. A delayed shipment goes to logistics, a fault to technical service, an invoice dispute to finance. Each team sees its own queue, and when a request moves between teams its history moves with it.
Deadline tracking
Every request type has a resolution time. Requests close to their deadline rise to the top of the list, and the team lead or manager is alerted automatically when one is late. Delays are noticed before the customer has to complain.
Keeping the customer informed
The customer receives an SMS or email when the request is opened, when its status changes and when it is closed. A knowledge base for common questions lets agents answer quickly with ready replies, and lets customers find answers on the website themselves. Once a request is closed, a short satisfaction survey goes out.
Reporting
Open requests, average resolution time, the split by channel and topic, and satisfaction results are followed on a single dashboard. The reports show which topics keep coming back and which team is under pressure.
