Never Miss a Request

Every way a client can reach you ends up in the same queue

Auto

When: A message arrives by email, form, chat or telephone.

The system does: The system creates one item in the shared queue. The system records the channel, the sender and the time.

Touches: your help desk · your forms · your telephone system

The call you missed gets a text back before the caller rings a competitor

Auto

When: An inbound call is not answered.

The system does: The system sends the caller a text message within one minute. The message offers a time and a link to book.

Touches: your telephone system · your messaging service

The enquiry that arrives at nine at night is answered and booked

Review

When: A person calls or writes outside the published hours.

The system does: The system answers, records the name, the number and the reason. The system offers the next available appointment and sends the summary to the owner.

Touches: your telephone system · your calendar

The urgent request is at the top before anyone opens the queue

Auto

When: A new request arrives in the queue.

The system does: The system classifies the request and applies the label. The system routes the request to the responsible person.

Touches: your help desk · your team chat

Every request has an owner and a due time from the moment it arrives

Auto

When: A request enters the queue.

The system does: The system creates the item, assigns the owner and sets the due time. The system records the response standard for that request type.

Touches: your help desk · your project tool

Nothing sits past your promised response time without someone hearing

Auto

When: A request is unanswered past the agreed response time.

The system does: The system notifies the owner, then the manager, then the principal. The system records each escalation.

Touches: your help desk · your team chat