Slide Close the loop on
service failures
Collaborative, SLA-based service recovery to help customers reach their journey goals See Demo Trial now inQuba 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.

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.

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.

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.

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.

inQuba Journey Cloud

inQuba’s Journey Cloud offers a toolbox of cloud-based apps to help you optimize customer journeys and reinvent customer experiences.

JA
inQuba Journey Analytics

Visualise customers’ real journeys and intervene to win, keep and grow them.

CX
inQuba CX

Gather customer feedback throughout their journeys and across channels.

CM
inQuba Case Management

Capture and fix service failures though collaborative ticketing and service recovery.

EN
inQuba Engage

Communicate with customers throughout their journeys and across channels.

SM
inQuba Social

Listen and respond to your customers on their preferred social networks.

 

© Copyright inQuba 2020. All Rights Reserved.
View our privacy policy here.

Contact us

The inQuba team is waiting to hear from you! Please fill in your details herePlease fill in your details here and we will respond to your message within 24 hours.

Join us

Get regular updates about the world of CX orchestration by subscribing to inQuba’s newsfeeds here.

Contact us

The inQuba team is waiting to hear from you! Please fill in your details herePlease fill in your details here and we will respond to your message within 24 hours.

Join us

Get regular updates about the world of CX orchestration by subscribing to inQuba’s newsfeeds here.