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.

Build Better Relationships

Solve your customers’ most pressing issues and provide a positive experience at every touch point to building lifelong customer relationships.

Solve Issues with Ease

A sleek, intuitive and streamlined user interface helps customer support professionals quickly solve issues and enhance the customer experience.

Be More Productive

Ready-to-go reports and templates let you make an immediate, measurable difference in the customer experience.

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.

Ready to get started with Service Console?

From ready-to-go reports to reliable case routing, the Service Console has everything you need to start delighting your customers today.