Self-service module provides intelligent auto-answers to the customers when they try to raise a ticket. This saves your support team’s time.
RackNap assigns tickets to right support representatives with the right expertise, basis parameters like - department, product, geography, SLA, issue severity etc.
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.
Customers can see all their services' status, communication logs, past tickets, etc. at a single place in their customer portal of RackNap.
For ongoing maintenance, display announcements in the customer panel of only affected customers with current status and expected resolution time to avoid multiple tickets.
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.
Identify products and services for which maximum support tickets are raised, assess where the loopholes are, and accordingly improve your customer support.
Identify top rated customer service representatives per customer satisfaction level and feedback.
Project incoming support workload, basis past data and analytics and take corrective actions.
Automated orders with cross-selling and up-selling capability.
Reduced manual processes and manpower saving.
Strong support capabilities with control in customers’ hands.
Users across 6 continents trust us as we have everything ready.
*Source: Case studies of Technova, Reliance Infosystems, STS
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