Introducing Customer Service Management Lab: REQUEST DEMO.

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Customer Service Experience
Management CSM Lab

there is a bettter way to grow

Great service means more than just engaging your customers. Connect customer service with other teams to resolve issues quickly and proactively.

Elevate your customer service from request to resolution.

Be a customer experience superstar. Simply be the hero.

Everything you need to launch effective marketing campaigns that make people interested in your business and happy to be your customer.

  • Frictionless Customer Experience

    Customers don’t care about the internal structure of your company. They just want help. When your teams are cut off from each other, you create friction and confusion for your customers. With the tools in Service Lab, you can finally build a frictionless customer experience.

  • Help Customers Help Themselves

    For many of today’s customers, the best service experience is to get out of their way and help them help themselves. Service Lab’s self-service solutions are designed to make it easy for customers to solve their own problems. Makes it easy to engage more customers in conversations.

  • Turn Happy Customers into Growth

    When you identify customers who are happy and eager to promote your business, turn their stories into social proof by asking them for the right type of marketable content. You can build workflows that make it easy to request their participation in advocacy campaigns or case studies.

Capabilities that scale with your business

Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.

  • Conversational Bots

    Use bots to improve live chat efficiencies and scale 1-to-1 communications by routing customers to relevant help documentation, the appropriate chat agent. Engage in contextual conversations.

  • Knowledge Base

    Turn your customers’ most frequently asked support questions and tickets into a robust, optimized knowledge base of help articles and documentation that’s indexed in search engines.

  • Reporting

    Measure the impact of your customer service efforts with built-in reporting tools that track knowledge base usage data, ticket volume and response time, customer feedback, and evem more.

  • Goals

    Report on metrics related to a specific customer goal, like ticket response time. Use goals to easily track and meet customer service level agreements (SLAs). Get a pulse on customer happiness.

  • Conversations

    Manage 1-to-1 customer communications at scale through a universal, collaborative, inbox that aggregates customer emails, chats, and more — and is accessible to your entire team.

  • Automation & Routing

    Automate your customer service processes with ticket routing, escalation, and task creation. Use feedback responses to kick off automated customer marketing emails.

Start growing with Service Lab today

With tools to make every part of your process more human and a support team excited to help you, getting started with inbound has never been easier.

  • Delight user experiences

    Provide a modern experience with personalized mobile apps, self-service portals, and contectual operations

  • Custom applications

    Enable anyone in your organization to quickly extend Customer Service Management or build custom business apps.

  • Intelligent automation

    Use machine learning and AI-powered chatbots to make your customers experience more unified and more efficient.

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