Overview

PagerDuty Customer Service Operations is designed to help organizations deliver better service, achieve faster resolutions, and ensure happier customers. It enables seamless collaboration between customer service and engineering teams, ensuring that issues are resolved quickly and efficiently. With real-time data, two-way communication, and a fully integrated tool stack, PagerDuty helps teams act as a unit to resolve issues faster and maintain reliable service 24/7.

Features

Provide relevant context to solve customer problems

• Customer service representatives get historical context to resolve issues accurately and quickly.
• Integrates monitoring data from technical resources with data from customer calls for a holistic view. Mobilize the right resources, in real time, every time
• Automated escalation policies and bidirectional communication ensure immediate action.
• Direct line of escalation for every agent to quickly mobilize and activate a response. Be proactive, not reactive
• Leverage machine learning to inform customers before they know about a problem.
• Provide differentiated responses for VIP customers. Empower collaboration across your organization
• Eliminates silos between service teams and the rest of the organization.
• Results in faster incident resolution, less downtime, and better customer satisfaction. PagerDuty Status Pages
• Provides visual communication into the real-time status of your organization's operations.
• Reduces the flood of support tickets during an incident by serving as the single source of truth. Seamless integration with existing tools
• Works with 700+ native integrations and customizable workflows.
• Bi-directional extensions eliminate tool toggling and automate ops-related tasks. Maintain reliable service 24/7
• Supports on-call, remote, and distributed teams.
• Ensures smooth management of SLAs and VIP customers with full case ownership.