“When the winds of change blow, some people build walls and others build windmills.”
Most SMe’s,and service providers rely on multiple customer support channel for each of their brands and products. This makes it difficult to gain access over different agents and companies.
Here is where spiraldesk stands out from its counterparts. Spiraldesk lets you enjoy the luxury of adding any number of entities and manage them efficiently.Handling multiple products and brands at the same time now feels like a walk in the garden.
This is what we call as owner's pride, neighbour's envy and user's pleasure.
“No one can whistle a symphony. It takes a whole orchestra to play it.”
The uniqueness of spiraldesk lies in its integrations. Each brand can be integrated to individual CRM’s and can be used to retrieve customer information, products and billing informations.
Besides these, Connectivity to multiple facebook and twitter pages is an added advantage. Therefore make sure you never miss out anything. Our major integrations are facebook,slack,zoho, WHMCS, G-suite, AWS and lot more in the pipeline.
“Early on, they were timing my contract with an egg timer.”
SLA is the heart of any helpdesk and Spiraldesk has come up with an Intelligent “SLA-Escalation Engine”, Which makes sure each support tickets raised are handled at the right agent level.
SLA engine in spiraldesk let's you create rules based on priority, brands and departments.
It utilizes a “real time scenario” logic which makes sure that the users clearly understands what SLA is in effect,how it is being escalated and finally the current state of the ticket.
“It's not the load that breaks you down, it's the way you carry it.”
Its often a head-ache when it comes to load balancing of incoming requests to the queue of an Online Agent. Spiraldesk finds its way out , having built an efficient load balancing algorith which is completely configurable and easy to use.
Spiraldesk takes multiple parameters in to account , such as – Queue count, Resolution frequency,KPI of the agent etc to run this service, which makes sure that the right agent receives the right ticket at the right time.
“what gets measured gets managed.”
Without big data analytics, companies are blind and deaf. Spiraldesk records every single bit of information passing through the system and keeps its for Analytics.
In a scenario where parallel operations of multiple brands are in effect, it is important to keep track of every single events, with timelines, to make sure you are presented with the right kind of reports.
Its every Business Owners/ Service providers dream to keep tabs on the real time data for Customer Service. Spiraldesk calculates and records how each customer interacts with the systems and how well they are being handled by the agents.