Build optimal experiences in every contact. Serve your customers through their preferred channels, when they need it.
in all channels
Provide personalized, agile and efficient service through multiple channels, from a single platform.
Even when the same customer communicates through different channels, with inConcert Help Desk the contact experience is unified (as well as that of the agent).
Omni-channel contact management
Easily convert messages into tickets and record all interactions in the same ticket, regardless of the channel.
Access an omnichannel contact history and save each customer's information for truly personalized conversations.
Configure ticket prioritization, categorization and distribution rules according to case type, customer profile or language used (for example, automatically detecting keywords in a message).
Ensures that each case reaches the most appropriate agent or team to resolve it.
From portal to ticket
Comments made by users in the knowledge portals are converted into tickets to provide quick assistance to the case.