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Mutliple Points Of Contact

MUTLIPLE POINTS OF CONTACT​

Enable your customers to directly raise a ticket from their customer portal or your website support form connected through API with AppGallop platform. Or even your agents logging calls on behalf of customers from the intuitive support user interface.​​

Mutliple Points Of Contact
Ticketing Management

TICKETING
MANAGEMENT​

Support group can effectively track and manage all open tickets and ensure the reason codes are mapped with resolution type and details defined. Ensure all tickets have reason code and resolution details provided while comparing L1 vs L2 or L3 escalations.

Ticketing Management
Escalation Rules

ESCALATION RULES​
 

Leverage the rules engine to define at what point the support case is escalated as per the SLA with your customers. Escalations can be TAT bound or priority level based that ensures customers are always responded with right information at right time.

Escalation Rules
Automation & Routing

AUTOMATION &
ROUTING​

AppGallop provides support desk features to set priority levels and enable pre-determined case routing. All inbound support requests are automatically replied with SMTP mapping meanwhile routing the tickets based on pre-defined rules/ capabilities.

Automation & Routing
Dashboards & Analytics

DASHBOARDS &
ANALYTICS

Configure visuals/dashboards of tickets that provide insights into number of open cases vs closed and how many have resolution details provided. Also track cases resolved at L1 level using inbuilt knowledge base/manuals for your support group improving efficiency.

Dashboards & Analytics
Support Email Templates

SUPPORT EMAIL TEMPLATES

Leverage pre-configured notifications templates customized with your logo and branding information. Auto assignment rules trigger these emails at pre-defined events or intervals. Clean and consistent communications with support details provided.

Support Email Templates

OMNI-CHANNEL SUPPORT FLOWS DESIGNED FOR SUBSCRIPTION BUSINESS

Most Customer Support desk tasks are mapped under the broader IT service management category, but the main definition of Support desk refers to the specific process of addressing customer issues, whereas IT service management includes support for an internal audience. Unlike the general CRM or Help Desk solutions, AppGallop Support Desk is designed specifically for subscription based/ cloud workloads keeping in mind the nature of subscription management and recurring nature of the business.​​

AppGallop provides easy end-user access to their information. Additionally the bi-directional communications make it easy for end users to see status resulting in greater transparency and satisfaction. Self-service support channels decrease the workloads from your staff and ensures, L1 level is mostly handled from your portal.​​​​​

Omni-Channel Support Flows Designed For Subscription Business
Omni-Channel Support Flows Designed For Subscription Business Background
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