Use ConvergeHub to streamline organization-wide Customer Support process. Instead of handling Sales and Post-sales support from two different platforms, integrate both under ConvergeHub. This helps you provide speedy resolutions to boost customer satisfaction and increase cross-selling and up-selling opportunities.
Manage and monitor all your customer cases from a central database. Assign and rout cases to customer support professionals across multiple communications channels - email, phone, and web. Assist the support agents by attaching relevant files from the computer or from ConvergeHub Library. Add/view task, event, note, comments, and followers to the cases. Track the quality and quickness of case issue handling to ensure proper customer satisfaction. Analyze the performance of support agents through precise analytical reports. Customize the case management software as per your customer support process. Add custom fields and change the related list views.
Get a quick snapshot of customer case history from the Issue History section in ConvergeHub. Get important details like - total number of previous cases, assigned customer support agents, case resolution status, and case closure date. View comments to get a detailed insight on the case. Add comments to the issue history as per the requirement.
Instantly capture customer support requests from the website to include in ConvergeHub cases module. Accelerate the resolution process by automatically validating the case and assigning it to the right customer support agent. You do not need the help of an expert to build the Web-to-Case form. Simply click on the Web-to-Case feature, drag and drop the required fields and select the customer support agent. Set the form heading, button label, form description, form completion message, and redirected URL. Put the embedded code into the website.
The ConvergeHub Application Programming Interface (API) allows your developers to integrate our CRM into any other application or system that you use. This signifies you can transfer and share data between your systems, which helps in building more effective business processes. Using ConvergeHub API you can connect to any other web-based applications, such as your in-house systems, website, and a myriad other cloud computing products. ConvergeHub’s API is a Representational State Transfer (REST) API that can accept your requests in either XML or JSON formats.