Products Case Management

inQuba’s Best-in-class ticketing & service recovery solution allows businesses to close the loop and reinvent customer experiences

inQuba Case Management has been developed to empower business to elevate the importance of any feedback item. Cases are created, assignees added and service recovery takes place within a collaborative space. Role-based dashboards help case participants to manage their time, and analytics aid management in identifying top reasons for service failure. Whether integrated with other inQuba solutions or as a stand-alone service desk solution, inQuba Case Management is your best-in-class service recovery solution.

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PROMOTE CUSTOMER FEEDBACK FROM ANY CHANNEL

inQuba’s integrated CX platform allows you to promote feedback from any channel to an open case requiring resolution. This includes feedback through surveys, emails, social media, web and unsolicited channels. These tickets can be created based upon rules (such as responses to questions, themes or sentiment) or they can be manually created by users, ensuring that service failures are captured and driven to resolution.

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ENHANCE PRODUCTIVITY WITH ROLE-BASED DASHBOARDS

The Case Management dashboard provides a quick view of the open tickets which are the responsibility of the particular user. Here the user can view the context of each Case, bookmark, and progress towards resolution in a collaborative environment. The user can also view the original feedback item such as the survey answersheet. Views and filters assist users to manage their time.

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CLOSE THE LOOP,
COLLABORATIVELY

Cases are assigned to individuals, groups of individuals, or teams. Each Case is a collaborative space where assignees can add notes and update others in the group. Assignees work towards resolution within an SLA (and escalation) framework which encourages service recovery and the reinvention of customer experiences. Users are able to keep customers updated on progress by sending messages directly from the platform.

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IDENTIFY HOT SPOTS IN THE BUSINESS

Service failure reasons and even TCF outcomes are brought to the surface by inQuba’s dynamic, web-based dashboards. Get a view of Cases created over time, the source of the Cases and the average resolution time by team.

THE TOOLS YOU NEED

We have one goal in mind: exceptional enterprise CX orchestration to improve your customers’ experience. Join leading brands across the world using the following inQuba tools:

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inQuba CX

Analyze customer feedback from multiple data sources including surveys, social media conversations, email, and transactional data, so you can take meaningful action that has real impact.

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inQuba Engage

Communicate effectively with your customers across their customer journey via any channel: mobile, web forms, social media and contact center agents.

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inQuba Social

Using semantic anchoring, we link your customers’ social media interactions to customer journeys giving journey-based insights, trends and competitive benchmarks using social data.

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inQuba Case Management

inQuba’s best-in-class ticketing and service recovery solution, integrated with all other solutions, allows business to close the loop and reinvent customer experiences.

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inQuba Journey Analytics

Uncover and visualize your customers’ real journeys as they navigate transactions and channels, and intervene in real time using Journey Analytics so you win, keep and grow them

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