A Zoto Service is designed to help organizations track, manage, and resolve customer service issues effectively.
- Case Management: enables customer service teams to prioritize cases, assign them to the appropriate agents, and monitor progress, ensuring timely resolution and customer satisfaction.
- Knowledge Base: provides a centralized repository of articles, FAQs, troubleshooting guides, and best practices to help both customers and support agents find solutions quickly.
- SLAs (Service Level Agreements): Monitoring SLAs helps ensure timely delivery of services, maintain customer satisfaction, and avoid penalties or breaches.
- Customer Portal: provides customers with a self-service platform to view case statuses, submit requests, and access support resources.
- Email Integration: allows customer service teams to manage and track email communications directly within their CRM or service platform.
- Workflow Automation: optimizes routine processes by automating repetitive tasks like case assignment, follow-ups, and escalations.
- Reporting and Analytics: provide insights into customer service performance through key metrics like case volume, resolution times, and agent efficiency.
- Field Service Management: enables scheduling, dispatching, and tracking of technicians or agents who handle on-site service requests.
- Task and Activity Management: involves tracking tasks, activities, and follow-ups required for case resolution or customer requests.
- Customization: allows businesses to tailor the service platform to their specific needs, from personalized case fields to custom workflows.
Zoto Service enable business for aiming to deliver high-quality, responsive customer support while optimizing internal workflows.