View and answer every Web Contact from Contakti’s universal inbox. It’s like a smarter version of your email inbox. It's all there, accessible and manageable from one place.
Transfer Contacts between departments to make sure it's being handled by the correct staff. Assign tickets to a staff or to a team.
Avoid multiple agents responding to the same contact at the same time! You set the amount of time the lock remains on a contact. When a contact is locked, other staff can not respond to the contact until the lock expires.
SLA Plans allow you to track contacts and due dates without the hassle. Get overdue alerts and notices on missed due dates, and priority escalation. Create an unlimited number of SLA Plans and assign them to help topics, departments or contact filters.
Whether you need to ask your teammate a question, or leave yourself some information for later, notes are a handy feature that allow you to attach internal comments to your contacts.
Tickets always look the same, regardless of the communication channel, i.e. Chat, E-mail, Voice, Feedback Forms, and others. Follow your customer through different channels but always stay in the same type of ticket.
With versatile customizable dashboards you can monitor ongoing status of your customer service in real time. You can visualize and analyze data and focus on Key Performance Indicators of your customer service.
With summary report you see all the information you want in one easy to read report. This popular report shows clearly the actual situation in each location and service channel.
Comparison reports makes it easy to track the results between offices, service channels and individuals. Comparison reports can be used to measure the service level efficiency at the individual level.