Customer support automation platform that Saves your Time
Intelligent Ticket Creation and Distribution
- Minimize Ticket Creation
Self-service module provides intelligent auto-answers to the customers when they try to raise a ticket. This saves your support team’s time.
- Smart Ticket Assignment
RackNap assigns tickets to right support representatives with the right expertise, basis parameters like - department, product, geography, SLA, issue severity etc.
- Meet your SLAs
Auto-escalation of tickets to multi-level hierarchy by pre-defined escalation paths. Keep customers aware of issue status via customer panel and shoot pre-defined emails on level escalation.
Keep Customers Informed
- Customer Dashboard
Customers can see all their services' status, communication logs, past tickets, etc. at a single place in their customer portal of RackNap.
- Announcements
For ongoing maintenance, display announcements in the customer panel of only affected customers with current status and expected resolution time to avoid multiple tickets.
- Knowledgebase
Have your knowledgebase, DIY videos, and all other self-help tutorials integrated in customer panel to empower customers and minimize burden on your support team.
Powerful Support Analytics
- Know where the problem is
Identify products and services for which maximum support tickets are raised, assess where the loopholes are, and accordingly improve your customer support.
- Visibility into performance
Identify top rated customer service representatives per customer satisfaction level and feedback.
- Shift Intelligence
Project incoming support workload, basis past data and analytics and take corrective actions.
Does RackNap improve my business profitability?
35% *
Revenue Growth (Average Revenue per partners)
Automated orders with cross-selling and up-selling capability.
40%*
Operational Cost Reduction
Reduced manual processes and manpower saving.
60%*
Increased Customer Satisfaction
Strong support capabilities with control in customers’ hands.
50K+*
Global End Users
Users across 6 continents trust us as we have everything ready.
*Source: Case studies of Technova, Reliance Infosystems, STS
See what more RackNap Cloud Automation does
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