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.
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.
CLOSE THE LOOP,
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.
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.