OMNICHANNEL COMMUNICATION
Respond more effectively to your customers’ needs and enable seamless, consistent and efficient communication across different channels.
OTOBO enables ticket creation via email, the phone ticket form, or a web-based self-service portal that you can integrate into the organization’s intranet or make available through the website. Your field service, for example, can use the self-service portal on an iPad to handle orders on-site and even accept new orders while on the go, thus significantly enhancing productivity.
Whether directly or through integration with your Computer Telephony Integration (CTI) solution, you can open the New Phone Ticket view with a single click. When integrated with CTI, known customers are pre-selected based on their phone number. Using the flexible and customizable phone ticket form, your service agents then capture and classify the information from the phone conversation.
Users can effortlessly create incidents and service requests via email by sending them to a designated email address. OTOBO automatically converts the email into a ticket and moves the ticket to a queue predefined via the distinct email address – i.e. into the workspace of a service team. You can assign a Service Level Agreement (SLA) to this queue, which OTOBO automatically monitors to maintain service quality.
Kick it into high gear: Create group chats directly from your tickets or leverage existing Rocket.Chat channels to communicate quickly and securely with colleagues and customers.
To keep employees and customers updated on the progress of their requests, OTOBO can automatically send notifications based on predefined escalation time thresholds or upon reaching a specific status. Notifications can be sent via email to a defined recipient, or through SMS using an external SMS gateway.
SCALABLE PLATFORM
Omnichannel communication facilitates seamless interaction between ITSM teams and employees across various channels such as email, phone, and self-service portals. It enhances resource efficiency, promotes transparency through centralized documentation, and extends reach for broader customer engagement and improved service marketing.
Omnichannel communication enables seamless interaction between customers and support teams across various channels such as chat, email, phone, and self-service portals. It enhances customer experience, boosts your support teams’ efficiency, and enables consistent customer care across all touchpoints.
With OTOBO, you orchestrate communication among various departments, service providers, and stakeholders across channels like chat, email, phone, and ticket systems. Enhance collaboration, boost organizational process efficiency, and promote holistic care across all business areas.
SERVICE EXCELLENCE