Zendesk for Customer Service Features

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

Allows users to customize chat colors, text, logos, and branding.

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Set up connections to third-party platforms to improve business processes

Provides analytics tools that reveal important business metrics and track progress

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Access software remotely via mobile devices

Allows administrators to customize to accommodate their unique processes. Includes ability to create custom objects, fields, rules, calculations, and views.

Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc with other software applications.

Enables users to view and transact business with the same content in multiple languages and currencies.

Grant access to select data, features, objects, etc. based on the users, user role, and groups.

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Access software remotely via mobile devices

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Track employee/learner's progression through training programs

Allows employees to set and manage work or career related goals

Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service

Detailed plan including steps, milestones, assignments, and timeline needed to complete a project, strategy or goal

Access software remotely via mobile devices

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Use a dashboard to view benefits that are selected by employees or offered by employers

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service

Organize and manage the accomplishments and development of employees or performance of applications or systems

Tools to find, assess, and hire suitable candidates for a job within an organization

Track and manage adherence to policies for any service, product, process, or supplier

Track employee/learner's progression through training programs

Track and manage schedules and meetings via an integrated calendar

Track employee schedules, availability, and performance across projects and tasks

Create orientation programs for new employees or students

Create, manage and track all task activities and progression

Automates core HR functions such as talent management, employee evaluation and learning management

Managing service requests, incidents, IT issues & support with a ticketing system

Access software remotely via mobile devices

Manage employee salary processes, data, taxes, and records administration efficiently

Store, manage, and track all electronic documents in a centralized location

Create, share, and manage the distribution of job descriptions/duties

Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc.

Access software remotely via mobile devices

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Set up connections to third-party platforms to improve business processes

Creation, administration, and evaluation of assessments or tests

Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc.

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Access software remotely via mobile devices

Addition of necessary external data, applications, tools, or features

Create and manage internal campaigns to improve company culture or business strategy.

Create, design and manage workflows for repetitive tasks

Enable students, customers or employees to engage with each other in a particular space online or offline

Manage and track employee referrals for open job positions

Build, track, and maintain relationships with candidates

Create, design and manage workflows for repetitive tasks

Manage and track all internal and external communication conducted via calls, email, text, or chat

Manage advertising space and its sales within your network or publication

Track, manage and store the applications of potential future members, customers or candidates

Manage, store and organize emails within the system or via third-party apps

Manage and track all job information and associated tasks

Track products that are for sale at a reduced price or part of coupon promotions

Track the progress of long term goals, campaigns, and opportunities, for sales, projects, business ventures etc.

Create, save, and store files

Manage and track all job information and associated tasks

Manage and store data in a database

Manages compensation such as salary, bonus, and benefits processes, aligning with policies

Track employee schedules, availability, and performance across projects and tasks

Automates core HR functions such as talent management, employee evaluation and learning management

Catalog, manage, and develop employee skill sets

Organize and manage the accomplishments and development of employees or performance of applications or systems

Track and manage adherence to policies for any service, product, process, or supplier

Create, share, and manage the distribution of job descriptions/duties

Create, share, and manage the distribution of job descriptions/duties

Manage user accounts, profiles, roles, permissions, and other details across applications, devices or networks

Set & manage permission levels based on user roles and restrict access to only authorized individuals

Set up connections to third-party platforms to improve business processes

Provide tools for live chat on one's website.

Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools.

Has the ability to customize look and feel of chatbot to match` company branding.

Gives user the ability to analyze conversations with the chatbot and see its performance.

Can collect and store information from interlocators, such as email, phone number, etc.

Analyze data and automatically generate insights using AI/ML technologies

Copy on the page or chat window encouraging the user to engage with the chat option

User Experience of creating and submitting a ticket

User Experience of responding and receiving a response

Route tickets based on values of fields, changes to ticket status and time based conditions

Respond to common requests with standard reply

Set and monitor service level agreements to ensure timely response and resolution

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

Share and collaborate on tickets with multiple customer service representatives

Central repository for account and contact information

Create, design and manage workflows for repetitive tasks

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Track, manage, or resolve user requests and IT incidents/issues

Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc.

Monitor wait time and abandonment for incoming requests that have not been routed

Organize, prioritize, and manage incoming communications

Allow customers/users to submit support queries and service requests

Manage, store and organize emails within the system or via third-party apps

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

Ability for customer service agents to communicate with customers via live chat to solve problems live

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

Make and receive calls directly in the application. Track and record calls for analysis.

Chat with your counterparts over the video in real time

Predict the number and types of employees necessary to meet anticipated demand to control labor costs.

Plan employee work shifts according to availability and provide notifications to employees when they are scheduled.

Let employees track the hours they have worked through integrations with time tracking products or built in time tracking features.

Employees can submit paid time off (PTO) or leave of absence requests that managers can approve or deny within the platform.

Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions.

Identify high performing employees with potential to be promoted with minimal development.

Tools designed to help analyze employee data and develop baselines for evaluating and optimizing workforce management.

Web portals through which employees can view their schedules, submit PTO requests, configure work availability and preferences, and self-schedule from available work times.

Managers and employees can create or claim available work shifts and receive notifications on their mobile device.

Message other team members or managers through built-in text or emailing functions and communicate scheduling or leave requests.

Create budgets based on historical data and future projections

Automatically create schedules based on business needs or employee availability and qualifications

Assign working shifts or tasks to employees based on their availability

Track and manage employee time-off, vacation, and sick leave requests

Create, design and manage workflows for repetitive tasks

Track the amount of time spent on a job or task

Tools to find, assess, and hire suitable candidates for a job within an organization

Organize and manage the accomplishments and development of employees or performance of applications or systems

Manage employee salary processes, data, taxes, and records administration efficiently

Manage attendance for classes, shifts, meetings, or events

Track and manage schedules and meetings via an integrated calendar

Track employee schedules, availability, and performance across projects and tasks

Track and manage adherence to policies for any service, product, process, or supplier

Track and report regulatory data to either internal management or external stakeholders

Track and document all activities across devices, networks, and other systems

Track and manage sick leave time

Request, track, and manage time off requests and vacation time

Track employee skills, competencies, training & qualifications

Utilize third party services to cover unforeseen labor needs

View and track pertinent metrics to find patterns and gain insights from data

Provides a repository of information that can be used by those seeking support.

Makes articles in the knowledge base searchable on the web.

Enables users to engage with other users to solve common issues.

Optimizes the customer self-service experience on mobile devices

Gives the user targeted, personalized results based on their activity or preferences

Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.

Automates some or all operation related tasks

Utilizes artificial intelligence to improve workflows or customer experiences

Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

Delivers notifications to both sides of the conversation.

Sends automated emails to further engage clients and potential clients.

Allows for live chat to be enabled within the app for customer help.

Allows agents to join a customer's browser session and navigate through the website with them.

Notifications that are delivered to users as soon as an event occurs

Engage in direct, instant messaging with consumers

Allows users to customize chat colors, text, logos, and branding.

Archives conversations in a separate location for later reference.

Enables employees to denote potential customers.

Establishes a knowledge base for employee reference during conversations.

Provides a central location for help requests, helping employees respond sooner.

Allows for the creation of profiles for contacts and customers.

Scours various channels for brand mentions to proactively seek reparative communications.

Creates and assigns support tickets, scheduling them in a timely manner.

Allows administrators to create templated responses to frequently asked questions.

Ability to connect agents with customers through Live Chat.

Connects employees with customers through a social media solution.

Ability to connect agents with customers through email.

Connects employees with customers through a calling solution.

Ability to connect agents with customers through text message solution.

Provides opportunity for customers to give feedback through a survey.

Enables administrators to create customized reports reflecting customer satisfaction.

Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

Permits use by job roles outside of service department

Allows linking of useful information such as screen shots

Provides direct contact between CSRs and customers outside of milestones

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Informs stakeholders of activity on escalated or high-value cases

Evaluates frequency of types of complaints

Includes a dashboard or other means of performance monitoring

Track activity on sites such as Facebook, Twitter, Instagram, etc.

Allows users to leave notes or comments on emails or relevant cases.

Provides a dedicated space or a thread feature that allows for long-form discussion.

Offer in-application assignment and task tracking functionality.

Allows users to create and follow predetermined workflows attached to actions.

Allows users to create canned answers or templates for email responses.

Integrates without outside software to provide additional functionality or pull information.

Provides a tagging system to allow users to sort emails by relevant subject.

Analyzes trends in email content and resolution.

Tracks performance and productivity of users inside the application.

Tracks email analytics like emails opened, how long the email was opened for, etc.

Customize your chat workflows with rules and automations.

Control who the chatbot converses with (and when).

Has the ability to connect interlocator with a human agent when the need arises.

Can provide interlocators with menus, through which they can choose a relevant response.

Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion.

Identifies the customer and personalizes interaction at every touchpoint.

Allows multiple related channels to interact at once to reduce transfers.

Prompts agents to engage customers based on contextual data, such as product usage or conversation history.

Provides features for sending outbound messages to engage customers through proactive support.

Can route contacts to agents the customer has worked with before.

Provides features for escalating conversations to the appropriate agent.

Maintains a transcript of conversations from all channels.

Enables customers to resolve queries or issues without the assistance of an agent.

Ability to send reminders via SMS messaging to a mobile device

Ability to send proactive notifications via email

Ability to send reminders via voice messaging

Ability to support a two way messaging/conversation between customer and customer support agent

Ability to schedule push notifications at a specific date and time, or set an expiration for time-bound messages

Provides the ability to automate notifications based on user behavior

Ability to segment audiences based on device type, location, demographics, customer behavior, etc.

Ability to integrate with other software that stores customer data to generate reminders (i.e. CRM software)

Is able to process inquiries submitted by text data from live chat, email, or SMS

Comprehends human speech and can transcribe it to text for processing

The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

The platform is able to automatically determine how to resolve help tickets without assistance by human agents

The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence

When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to

Pre-designed layouts that can be customized to match preferences and requirements

Allows users to automate responses to customer inquiries across various channels.

Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.

Allows users to automate the handling, processing, and management of documents.

The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses

Multilingual capabilities allow the AI to process inquiries from many languages

The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers

Use AI to generate content in the form of text, images, videos, etc.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Use AI to generate content in the form of text, images, videos, etc.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Use AI to generate content in the form of text, images, videos, etc.

Condenses long documents or text into a brief summary.

Use AI to generate content in the form of text, images, videos, etc.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Use AI to generate content in the form of text, images, videos, etc.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Provides the AI agent the ability to execute tasks without requiring constant user input.

Allows the AI agent to identify and resolve issues without user intervention.

Allows the AI agent to autonomously resolve customer queries without human intervention.

Enables the AI agent to provide accurate answers based on the context of customer inquiries.

Allows the AI agent to analyze customer sentiment and adjust responses accordingly.

Enables the AI agent to retrieve information from a knowledge base to assist with query resolution.

Provides users the ability to interact with the AI agent in multiple languages for global support.

Enables the AI agent to initiate interactions, such as reminders or follow-ups, with customers.

Provides users the ability to automate gathering and analyzing customer feedback after interactions.

Allows the AI agent to identify when issues require human intervention and escalate them appropriately.

Enables the AI agent to streamline repetitive customer service tasks, improving efficiency and response times.

Allow Gen AI powered chatbots to provide intelligent responses and tailored product recommendations.

Trigger messages based on specific customer actions such as personalized messages, promotions or cart abandonment.

Use Agentic AI to deliver superior customer engagement through human-like conversations.

Allow users to use voice assistants, such as Alexa, Google Assistant, and Siri to shop using voice commands.

Enable users to engage in communication apps such WhatsApp, Facebook Messenger, Instagram, WeChat etc.

Allow integration with e-commerce stores to import products, manage inventory and get order notifications.

Add conversational commerce functionality across various sales channels and customer touchpoints.

Integrate with payment platform for accepting payments from the chat interface

Integrate with CRM, POS or any marketing marketing tools for sending discounts, offers, recommendations and personalized campaigns.

Provide insights into customer behavior, sales trends, and chatbot performance.

Track KPIs like customer satisfaction, conversion rates, and overall sales driven by conversational channels.

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Capability to perform complex tasks without constant human input

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Makes informed choices based on available data and objectives

Analyze and gain insights into data in real-time

Manage, store and organize emails within the system or via third-party apps

Application programming interface that allows for integration with other systems/databases

Allow users to access multiple services after entering their login credentials once

Search and filter data across systems to locate required information by entering keywords or certain criteria

Provides a channel for team members to share media files, communicate, and work together

Set up connections to third-party platforms to improve business processes

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Shortcuts for inputting frequently used messages

Gauge satisfaction and receive information for improvement and success

View and track pertinent metrics to find patterns and gain insights from data

Transfer queries and organize messages between agents

Geographic location of visitors determines behavior of the software

Track interaction history by documenting conversations for contacts

Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system

View messages sent by both parties during the chat conversation

Store and organize documents in a centralized system

Digitally share screen view with others

Manage, organize, and store contact information

Create and automatically send premade copy in response to customer messages

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Access software remotely via mobile devices

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Form to collect visitor contact information when live chat isn't available

Active monitoring of systems, applications, or networks

Allow customers/users to submit support queries and service requests

Public or private sharing of digital files such as documents, audio/video, images, and more

Active reporting of data and metrics

Managing and trading shift details between employees

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Notifications that are delivered to users as soon as an event occurs

Timed notification for any upcoming task, deadline, appointment, or activity

Online portal through which end users can access the system, manage tasks, or obtain information

Electronic storage of staff/employee contact information and job status in a centralized repository

Tools that allow employees to request/schedule time off

Manage the process of evaluating documents or requests submitted for approval

A set of indicators that tracks the performance of networks, applications, systems, teams, etc.

Process of familiarizing new employees with the company, their position, and responsibilities

Store and organize documents in a centralized system

Receive data and information in real time

Import and export data to and from software applications

Track and manage employee's work hours to improve payroll accuracy

Assemble applications and processes by dragging over and arranging pre-built components

Track employees' arrival and departure timings for payroll purposes

Alter the layout and content of reports

Use AI to generate content in the form of text, images, videos, etc.

Tickets are automatically assigned to specific agents based on predefined rules

AI-based platform which conducts a conversation via auditory or textual methods

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

Create and automatically send premade copy in response to customer messages

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Active monitoring of systems, applications, or networks

Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system

Games or game-like elements to track progress and reward accomplishments

Recording, transcription, and analysis of sales calls for the purpose of training and generating insights

Customize data fields to support various needs and use cases

Gauge satisfaction and receive information for improvement and success

Quantifiable metrics to track objectives, gauge milestones, and evaluate the success of a particular activity

Provides a channel for team members to share media files, communicate, and work together

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Recognize/detect varying frequencies in a person's voice to identify/verify "who" is speaking

Ability to chat online in real time

Automatically handle routine, repetitive tasks and processes without the need for manual intervention

Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response

Identify different languages

Allows users to manage data from a number of sources

Predict future data based on historical data sets

Application programming interface that allows for integration with other systems/databases

System alerts about the need to escalate an issue or request

Protect sensitive data for digital privacy

Track interaction history by documenting conversations for contacts

Arrange tasks based on the level of priority or urgency

Securely stores data to prevent data loss or breaches

Templated responses for responding quickly to recurring support requests

A set of indicators that tracks the performance of networks, applications, systems, teams, etc.

Allow users to access multiple services after entering their login credentials once

Access the system via a mobile application

View and track pertinent metrics to find patterns and gain insights from data

Define levels of authorization for access to specific files or systems

Pre-made examples and templates for emails

Notifications that are delivered to users as soon as an event occurs

Automatic reply functionality for incoming messages

Import and export data to and from software applications

Adjust communications based on previous interactions or personal preferences

Streamlining repetitive tasks and activities through automated and predefined workflows

Tool to send questionnaires to customers to gauge feedback

Score a lead on their quality or likelihood to buy based on certain behaviors

View messages sent by both parties during the chat conversation

Identify different languages

Existing bot models for AI-based tools commonly used for auditory and textual conversation methods

Automatically identify and save contact information of potential customers

Assemble applications and bots from pre-made building blocks without having to write software code or knowing a programming language

Process and analyze human language in text or audio form

Manage and support multiple languages

Used as a promotional or demonstration tool in sales and marketing presentations

Interprets what a user is doing based on context and helps guide them through the process.

Automatic reply functionality for incoming messages

Provide online support for your customers through live chat or help desk functionality

AI-based platform which conducts a conversation via auditory or textual methods

Helps understand a user's intentions/actions

Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral

Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement.

See options for potential search queries within the system

Transfer queries and organize messages between agents

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Shortcuts for inputting frequently used messages

Software program that continuously adjusts its behavior based on observed data

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Tickets are automatically assigned to specific agents based on predefined rules

Streamlining repetitive tasks and activities through automated and predefined workflows

Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc.

Create and administer polls and surveys

Ability to chat online in real time

Active reporting of data and metrics

Track the status of support tickets/escalations as they move through the service queue

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Track customer complaints from initiation through resolution

Notifications that are delivered to users as soon as an event occurs

Work on a set of tasks related to a particular charge, patient, legal issue or any other complex entity or process

Application programming interface that allows for integration with other systems/databases

Provides a channel for team members to share media files, communicate, and work together

Pre-designed layouts that can be customized to match preferences and requirements

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Import and export data to and from software applications

Track interaction history by documenting conversations for contacts

Set and monitor service level agreements to ensure timely response and resolution

A record of all activities within the system, including user access, changes made, etc.

Identify and respond to unexpected problems or failures (ie. "negative events")

Receive system updates as soon as any changes are made

Investigate and take action at root cause or error in processes to prevent recurring issues

Define levels of authorization for access to specific files or systems

Online portal through which end users can access the system, manage tasks, or obtain information

Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels

Set up connections to third-party platforms to improve business processes

Shortcuts for inputting frequently used messages

Manage, store and organize emails within the system or via third-party apps

Customize contracts and forms to collect specific information

Gauge satisfaction and receive information for improvement and success

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Arrange tasks based on the level of priority or urgency

Plan daily routes to optimize employee scheduling and provide directions

Allow customers/users to submit support queries and service requests

An extended application or connector that enables users to perform additional services with their current set of tools

Communicate using direct chat or messages within the system

System alerts about the need to escalate an issue or request

Track and document all activities across devices, networks, and other systems

Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access

Create, design and manage workflows for repetitive tasks

Systematic evaluation of various aspects of a project or service to prevent defects or issues

Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service

Record and follow the progress of every issue

Add customized logos and colors to align with company branding

Attach digital tags to documents and assets for identification, search, or monitoring purposes

Assign issues and tasks based on availability or required skills

Pre-made examples and templates for emails

Alter the layout and content of reports

View and track pertinent metrics to find patterns and gain insights from data

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

Store, manage and track all forms in a centralized location

Create, design and manage workflows for repetitive tasks

Track interaction history by documenting conversations for contacts

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

Allow users to access multiple services after entering their login credentials once

Online portal through which end users can access the system, manage tasks, or obtain information

Analyze and gain insights into data in real-time

A collection of customer information such as contact details, demographics, previous interactions, etc.

Private online space that lets businesses securely share documents and provide information access to clients

Track and manage inventory levels to maintain proper supply

Attach digital tags to documents and assets for identification, search, or monitoring purposes

Configure existing workflows to meet your organization's needs

Access previous interactions or concerns to maintain customer relationships

Gauge satisfaction and receive information for improvement and success

Allow customers/users to submit support queries and service requests

Set and monitor service level agreements to ensure timely response and resolution

An extended application or connector that enables users to perform additional services with their current set of tools

Search and filter data across systems to locate required information by entering keywords or certain criteria

AI-based platform which conducts a conversation via auditory or textual methods

Pre-made examples and templates for emails

Track and document all activities across devices, networks, and other systems

Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service

Receive data and information in real time

Application programming interface that allows for integration with other systems/databases

View and track pertinent metrics to find patterns and gain insights from data

Predefined actions automatically performed on the occurance of specific events

Seamlessly integrates with 3rd party websites

Managing service requests, incidents, IT issues & support with a ticketing system

Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc.

Monitor wait time and abandonment for incoming requests that have not been routed

Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access

Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc.

Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system

Communicate using direct chat or messages within the system

Ability to chat online in real time

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Alter the layout and content of reports

Manage, store and organize emails within the system or via third-party apps

Add customized logos and colors to align with company branding

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

Notifications that are delivered to users as soon as an event occurs

Define levels of authorization for access to specific files or systems

Customize contracts and forms to collect specific information

Ability to communicate to customers through at least one channel such as email, live chat, phone, or social media.

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Set up connections to third-party platforms to improve business processes

Customize data fields to support various needs and use cases

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Track, manage and store the applications of potential future members, customers or candidates

Manage and track all internal and external communication conducted via calls, email, text, or chat

Set & manage permission levels based on user roles and restrict access to only authorized individuals

Assembly of graphs and charts for visualizing and tracking statistics/metrics

Train your system to interpret and transcribe voice messages

Track and manage adherence to policies for any service, product, process, or supplier

Completes tasks independently without constant human intervention

Categorize emotions expressed and identify if they are positive, negative or neutral

Protect sensitive data for digital privacy

Addition of necessary external data, applications, tools, or features

Agents pause for human input at key steps and hand off tasks when beyond their confidence or authority.

Autonomously executes tasks such as scheduling, refunds, and renewals by integrating with external systems and APIs.

Process and analyze human language in text or audio form

Utilize NLP or speech recognition to understand conversational requests and provide accurate, context-aware responses

A set of indicators that tracks the performance of networks, applications, systems, teams, etc.

Track interaction history by documenting conversations for contacts

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Integration with third-party CRM systems

Allows the AI agent to route inbound inquiries to the appropriate team or individual based on context.

Interprets what a user is doing based on context and helps guide them through the process.

Record and track all relevant internal and external communications

Copy on the page or chat window encouraging the user to engage with the chat option

Track, manage, or resolve user requests and IT incidents/issues