Cut through the clutter

Streamline customer requests and deliver impeccable seamless customer service

Ticket Management made easy Accelerate resolution time by 3x with cutting-edge Ticket Management Solution

Access 360° Customer View Know your customers and their past interactions with your brand before you start a conversation. View their information and preferences to offer tailor-made solutions

Save time with Canned Responses Spare typos and ensure consistency in brand tone with pre-drafted response templates. Customise templates to add a personal touch as and when necessary

Intuitive and Real-time Reporting Track the progress of your tickets and their resolution time with an intuitive dashboard. This empowers you to proactively address customer concerns and ensure a consistently positive experience

Omnichannel Support for over-the-top experience Be on top of the conversations coming in via multiple channels like email, phone, and social media from a single platform

Multi apps Integration to extend your helpdesk capabilities Maximize your desk efficiency by seamlessly integrating with a suite of essential apps, including an Order Management System, Payment Provider, WhatsApp / Service Bot

Deliver Customer Delight on Social Media Integrate social media platforms with Zence Ticket Management to provide swift resolutions

• Translate comments to tickets
• Ability to view & revert to comments and tag users
• Detailed view of post content and interaction
• Intent analysis

Leverage AI to enhance customer service efficiency

• Ticket tagging with sentiment and emotion analysis
• Mark high-priority tickets to ensure timely resolution
• Detect intent and send first response automatically
• Auto-detect sentiment and categorize tickets for proper handling
• Auto-close tickets if no customer response to follow-ups
• Automatically route sensitive and premium tickets to top agents

Maximize Agent Efficiency Empower your agents with streamlined workflows and the right tools and knowledge to resolve issues faster

• Send a feedback rating form to customers automatically upon ticket closure
• Capture customer ratings for tickets
• Compute daily and monthly CSAT ratings for agents based on customer ticket feedback
• Offer leaders a dashboard to easily identify top and bottom-performing agents
• Enhance ticket reports with detailed CSAT information

Features

• Omnichannel Ticket Capture: Create tickets from email, chat, social media, QR codes, and more.
• Smart Routing: Automatically assign tickets to the right team based on issue type and priority.
• Real-Time Tracking: Monitor ticket status and resolution progress with live dashboards.
• Escalation Matrix: Ensure critical issues are escalated promptly for faster resolution.
• Feedback Integration: Link ticket outcomes with customer feedback to improve service quality.