Say “Goodbye” to Clunky Support Tools
Empower your customer service agents to provide top-notch support for every customer. Sugar Serve’s intuitive service console guides customer support professionals to the next best action. It means better response times and resolution rates for you, and more outstanding experiences for your customers.
What can you do with the Service Console?
GET THE COMPLETE PICTURE AT A GLANCE
Manage inbound customer issues across multiple channels with ease. The case management tile view gives support agents context at a glance so they can act quickly on customer issues. At any time, managers can get deep insights into overall case status, agent workloads and other critical metrics.
STAY AHEAD OF SLAS
Automatically calculate and measure your support against even the most complex service-level agreements, including managing against multi-region business centres and related business hours. With SLA management in place, agents’ case queues are automatically prioritised to ensure customers get what they need within any SLA time frame.
ROUTE CASES TO THE RIGHT AGENTS
Smart routing and escalations ensure the right agents are solving your customers’ issues, at the right time. And it’s incredibly easy to set up. Sugar Serve includes several out-of-the box templates you can use to route cases to the right agent, and to escalate issues based on SLAs and other factors — all powered by SugarBPM™.
PRE-BUILT REPORTS AND DASHBOARDS
Pre-packaged reports and dashboards give support centre managers deeper insights — the kind that help drive a superior customer experience. Our default dashboards, dashlets and pre-built reports are built for both agents and managers.