ServiceX

Consolidate all your communication channels in one.

What is ServiceX?

ServiceX is a Help Center application which enables businesses to consolidate all their communication channels in a single location, allowing customers to manage their service issues in a self-service portal and connect with agents for faster resolution.

What can you do with ServiceX?

ServiceX makes it easy for customers to request, view and track the status of their service-related issues in a single app, in the way they would like to engage with your business. Your service and sales teams have a 360^o view of the customer, thereby reducing time to resolution and exceed their expectations.

Help Center is natively built on Salesforce^® and will be integrated directly into your website by our expert configuration team. This not only mitigates risk during future Salesforce upgrades, it also ensures you have a robust solution dedicated to serving your customer needs. This product works across all industries where delivering exceptional customer service is a business priority.

Download from the AppExchange

Benefits from ServiceX

Empowered customers

Customers will be able to stay on one page, while talking via Live Chat, surfing the Knowledge Base, or getting assistance by sending an email.

Mobile friendly with ultimate UI experience
Personalized customer support
Trust through GDPR and CCPA compliance
Faster case resolution by self-service and Knowledge Base

Agent productivity

Customer communication is personalized and agents become more efficient, due to flexible routing and automation.

Account-based marketing and effective upselling
Web-to-case / Email-to-case
Automated support paths and processes
Optimized SLA delivery

Departmental efficiency

Management gain insights to optimize service team performance.

Reduction in case resolution time
Focused service team dealing with more complex tasks
Increased capacity, agent productivity, goals setting, and tracking
Improved customer engagement leading to higher satisfaction scoring

ServiceX Features

1. Flexible and Scalable

Help Center can be scaled and customised as per your requirements.

Mobile ready
Based on out-of-the-box Service Cloud features
Console environment
Custom design options

2. Harnessing Salesforce

Seamless integration with any Salesforce ecosystem and any 3rd party applications.

Live Agent / Snap-ins
Call Center ready
Service Cloud console environment
Einstein and Chat Bot

3. Enriched FAQ section

FAQ section provides customers with different types of materials for faster problem resolution.

A/B Testing of FAQ articles
FAQ knowledge base management

4. Knowledge Base

Provides quick access to all your help articles right in the Live Chat sidebar.

Public Help Center for customers
Internal Knowledge Base for agents
Built-in search, image and files support, quick 'add to reply' button, articles with auto-suggestions

5. Live Chat Widget

Drive conversations with this pop-up tool.

Real-time convenience for customers
Setting the response queue
Automated messaging (chatbot)
Supports attachments & emojis
Sneak peek

6. Email to Case (webform) Widget

Reduce human error with automation.

Automatically turn customer emails into cases, so agents can quickly track and resolve all issues
Auto-populates case fields when customers send messages

What are your options?

Download today or learn more by requesting a demo. If you are taking your first steps with Salesforce, or evolving your existing platform, ServiceX will transform the way you engage with your customers.