Enterprise IT - ITSM/ITAM

Multi-Channel Support

Expand your reach and enhance customer interactions by providing multi-channel support.

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Multi-Channel Support

Overview

Promote consistent and exceptional user experience.

Allow customers to engage through their preferred channels while maintaining conversation context and history. Enhance customer engagement and satisfaction, delivering convenience and accessibility.

Benefits

Engagement

Engage with customers on the channels they are comfortable with.

Accessibility

Enhance accessibility for individuals with diverse preferences and needs.

Consistency

Ensure consistent messaging, regardless of the channel used.

Competition

Attract customers looking for a seamless & flexible communication.

Use cases

Scenario:  

Employees encounter challenges when trying to find solutions to common questions about policies and benefits, highlighting the need for an interactive digital assistant that is accessible within the application.

Approach:  

  • Enable web chat functionality in the digital agent to facilitate quick employee interactions.
  • Leverage the Q&A module as a repository for frequently asked questions concerning employee policies and benefits.
  • Provide personalized responses by integrating digital agent with the organizations HRMS portal.  

Scenario:  

An organization aims to streamline the process of reporting and tracking IT incidents within the organization via Microsoft Teams.

Approach:  

  • Enable the digital agent for multi-channel support, including integration with Microsoft Teams for logging IT incidents. 
  • Integrate with organization’s ITSM tool for real-time incident tracking for seamless retrieval of records by the digital agent.
  • Ensure a seamless user experience by allowing users to report IT incidents and check their status through MS Teams.
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Scenario:  

An organization aims to optimize the reporting and tracking process for IT and HR cases within the company through Google Chat.

Approach:  

  • Integrate the digital agent with Google Chat for streamlined IT & HR case reporting and tracking.
  • Integrate Digital agent with case management system for real-time case tracking to get insights into progress & resolution.
  • Collect feedback following issue resolution to enhance the overall user experience.

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