Social Engagement Solution: Maximize Engagement and Amplify Your Brand’s Reach
Q Help Desk
The Power Support
Enhance your support operations with:
- Ticket Management: Automate ticket handling and resolution.
- Support Communication: Centralize communications across channels.
- Customer Interaction: Manage and engage with customers.
- Performance Tracking: Analyze support performance with smart reports.
- Multilanguage Support: Provide global support in multiple languages.
- Strategy Integration: Manage support strategies seamlessly.
- Website & App Integration: Sync with your website and mobile apps.
Q Help Modules
Qalqul Help Desk unifies and streamlines all organizational communication channels through four essential desks.
Inbox Desk
This allows your team to manage conversations from social media, email, SMS, chatbots, and more, all in one place.
Help Desk
The Help Desk Module centralizes support with integrated ticket management and a knowledge base, connecting with all communication channels. It streamlines and automates support processes for better efficiency.
Social Media Desk
The Social Media Desk of Qalqul Engine unifies social media, telephony, SMS, email, chatbots, websites, and mobile apps to centralize sales, streamline communication, and automate processes.
Profile Desk
Comprehensive Overview : Aggregates all customer profiles and histories.
Improved Engagement: Provides insights for personalized interactions.
Automation Desk
The Automation Module of Qalqul Engine optimizes efficiency by automating tasks across all channels, streamlining workflows, and enhancing productivity.
Knowledge Base Desk
Centralized Information: Access a unified repository of information.
Quick Resolution: Enables faster query resolution and support.
Connected Channels
The Qalqul Engine Marketing desk will connect all your social channels, websites, mobile apps, and telephony systems. Â
This integration allows your customer service team to manage all inquiries and support requests from a single, unified platform.Â
Overall, Qalqul Engine's Help Desk module
for efficient interaction management and customer engagement.Â
Operational Functions
The operational features of Qalqul Help Desk include team management, scheduling and editing of posts, social media monitoring for brand mentions, automated responses, and customizable dashboards for an overview of interactions and performance.Â
Social Media Integration
Connects to platforms like Facebook, Instagram, LinkedIn, and TikTok. Enables monitoring, responding, and managing customer interactions on social media.
Telephony System Integration
Integrates with telephony systems to manage voice calls. Features call logging, call routing, and automated responses to handle inquiries efficiently.
Advanced Workflow Builder
Equipped with tools to automate and streamline support processes. Customizable workflows to suit specific business needs, improving operational efficiency.
Chatbot Integration
Connects to chatbots on websites and mobile apps. Automates initial customer interactions, providing instant responses and solutions.
Online Forms Integration
Connects to online forms for capturing customer inquiries and feedback.
Streamlines the process of gathering customer information for faster resolution.
API Connectivity
Integrates with local data systems via API. Ensures seamless data exchange, enabling precise and informed support operations.
Enhanced Customer Experience
Streamlines all operations with precision, ensuring a seamless customer experience. Provides timely and accurate responses to customer queries, enhancing satisfaction and loyalty.
Inbox Desk
Centralized Communication : Consolidates all inbound and outbound interactions into a single dashboard.
Channel Integration : Supports telephony, SMS, email, social media, online forms, and chatbots.
Efficient Management : Enhances response times and customer satisfaction by managing interactions from one place.
Profile Desk
Customer Overview: Aggregates customer profiles and interaction histories into a unified view.
Personalized Interactions: Provides insights into customer preferences and previous interactions for tailored service.
Relationship Management: Enhances customer loyalty and satisfaction through informed and personalized support.
Knowledge Base Desk
Centralized Information: Stores FAQs, troubleshooting guides, product information, and other resources.
Quick Access: Empowers support agents with accurate and up-to-date information for faster query resolution.
Improved Service Quality: Enhances first-call resolution rates and overall customer service quality.
Automation Desk
Workflow Automation: Automates routine tasks such as ticket routing, response drafting, and follow-up scheduling.
Operational Efficiency: Reduces manual workload, minimizes errors, and increases productivity.
Focus on Strategy: Allows teams to concentrate on complex tasks and strategic initiatives.
Social Media Desk
Social Media Integration: Connects with platforms like Facebook, Instagram, LinkedIn, and TikTok.
Content Management: Facilitates publishing, scheduling, and moderating social media content.
Community Engagement: Manages interactions with followers, responds to comments, and monitors brand mentions in real-time.
Kanban Agile System
Task Management: Utilizes a Kanban board to visualize workflows and track progress.
Agile Processes: Enhances flexibility and responsiveness by allowing teams to manage tasks in an agile manner.
Improved Efficiency: Streamlines operations by enabling clear prioritization and efficient task handling.
Operations functions
Q Help Desk Operations functions
Team Management :
– User account creation and management for help desk team members
– Permission settings and role assignments specific to help desk tasks
– Collaboration tools for efficient communication within the help desk team
Customer Feedback Management :
– Collecting and analyzing customer feedback on support interactions
– Implementing improvements based on customer feedback
– Feedback integration with performance metrics
Ticket Management :
– Creation and editing of support tickets
– Tracking and analytics for ticket resolution and response times
– Categorization and tagging of tickets for effective organization
Help Desk Collaboration :
– Collaboration tools designed for effective communication within the help desk team
– Assignment and tracking of support tickets among team members
– Collaboration analytics specific to help desk engagement
Help Desk Analytics :
– Monitoring and analyzing help desk performance metrics
– Tracking key performance indicators (KPIs) for support effectiveness
– Identifying trends and patterns in help desk data
Service Level Agreement (SLA) Management :
– Setting and monitoring SLAs for response and resolution times
– Automated alerts and notifications for approaching SLA deadlines
– SLA analytics and reporting for continuous improvement
– Agile/Kanban/Scrum Support
Help Desk Analytics :
– Monitoring and analyzing help desk performance metrics
– Tracking key performance indicators (KPIs) for support effectiveness
– Identifying trends and patterns in help desk data
Service Level Agreement (SLA) Management :
– Setting and monitoring SLAs for response and resolution times
– Automated alerts and notifications for approaching SLA deadlines
– SLA analytics and reporting for continuous improvement
– Agile/Kanban/Scrum Support
Real-time Moderation :
– Real-time monitoring and moderation of customer interactions
– Ensuring compliance with support guidelines and policies
– Moderation analytics specific to help desk interactions
Quality Assurance :
– Implementing quality monitoring for agent interactions
– Providing feedback and coaching to agents for improvement
– Performance analytics for quality assessment
Single View Dashboards :
– Providing a consolidated view of help desk channels and ticket statuses
– Real-time analytics and reporting focused on help desk metrics
– Customizable dashboards for help desk management
Knowledge Base Management :
Managing and updating the help desk’s knowledge base
Providing self-service options for customers through the knowledge base
Integration with ticketing system for efficient issue resolution
Agile/Kanban/Scrum Support
Automated Responses :
– Setting up automated responses for common support queries
– Trigger-based responses for specific ticket scenarios
– Automation of routine and repetitive support tasks