Help Desk Casestudy Kvell

Help Desk Casestudy Kvell

Challenge

Kvell Support operates across multiple regions and systems, with requests streaming through various channels. we tend to seek to be where our customers are – so over time, we’ve got been developing a broader channels combine covering phone, web-form, chat and social media as well as Facebook, Twitter and YouTube. a strong help desk was needed to arrange and support customers, which may seamlessly connect with the whole scheme and send/receive knowledge between multiple applications.


A true omni-channel experience for our customers

Implementation


Dutytaker agent provided us a real omni-channel experience for our Customer whereas still having the ability to acknowledge the customer across all channels, advancing each client experience as well as efficiency gains in our support function. Dutytaker agent worked within our current CRM, telephone system, shipping vendors and our customer survey tool.
Results Support uses automation rules to route and qualify tickets received, which allows our specialists to specialize in what’s important in each interaction. we tend to combined online technical support agent and knowledge domain skill, Dutytaker agent worked in our ticketing system for support specialists thereby improving case handling and determination time. The all-in-one resolution within the cloud allowed us to roll-out a structured and skilled help desk software to all support sites worldwide, providing the utmost client experience with minimum resource and investment requirements. nice user experience for customers across multiple channels; motivating agile user interface and accelerating the method our own Client Support Specialists can work fruitfully with tickets, and conveniently access and share information to support our customers within the best method.