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Service leaders

Customer Service

One queue for every channel

Every social, chat, email and messaging case in one queue, routed by skill and intent, with the customer’s full history beside it.

Omnichannel queueSkills-based routingSLA timers

Fictional site: the form completes in your browser and nothing is sent.

Rollout guideThe enterprise rollout guide

A practical plan for bringing social, service and marketing onto one platform: who decides what, in which order, and how to know it is working.

Read the guide
Overview

One queue for every channel.

Customers pick the channel; your agents should not have to. Customer Service turns every message into a case, routes it to the right skill group and shows the agent everything the customer has already said, on any channel.

Capabilities

What Customer Service does.

01

One queue, every channel

Social, chat, email, messaging and review sites arrive as cases with the same fields, priorities and timers.

02

Routing by skill and intent

Intent, language, customer tier and sentiment decide where a case goes. Overflow rules keep queues moving at peak.

03

The whole history beside the reply

Earlier cases, orders and campaign replies sit next to the conversation, so nobody asks the customer to start again.

04

Handle time you can explain

See where minutes go: waiting, researching, writing or wrapping up. Report by queue, skill group and intent.

Details

The specifics your evaluation will ask for.

Sample specifications for a fictional product. Shared controls such as single sign-on and the audit trail apply to every suite.

Works with
Social, chat, email, messaging and review channels; your CRM and telephony
Routing
Intent, language, tier, sentiment and skill, with overflow and out-of-hours rules
Service levels
Timers and breach alerts by queue, priority and channel
Reporting
Handle time, first reply, resolution and reopen rates by queue and intent
Guide chapter · The enterprise rollout guideRouting rules that survive a busy dayHow to map intents to skill groups, set overflow and test the rules before go-live.Read the chapter
Also on the platform

Suites that work with Customer Service.

See all six suites

Service leaders

Conversational AI

Assistants that answer routine questions from your approved knowledge and hand over to an agent with the conversation intact.

  • Approved knowledge only
  • Warm handover
  • Suggested replies
Marketing leaders

Social Publishing

One calendar for every brand, region and channel, with approvals and brand checks applied before a post is scheduled.

  • Global content calendar
  • Approval paths
  • Brand rule checks
Marketing leaders

Marketing Orchestration

Run global campaigns from one brief, with owners, regional adaptations, approvals and results kept on a single record.

  • Shared campaign brief
  • Regional adaptation
  • Governed approvals