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Cases

[Banza case]: Diia “Customer support portal”

By May 11, 2022May 12th, 2022No Comments

Problem

There is no unified customer support portal tthat serves a large number of users in a timely manner, high workload on operators

Challenge

Create a customer support portal, reduce the workload of operators with convenient analytics and prioritization of tasks

Decision

After analyzing all wishes, we implement a sotution to automate processes and speed up of solving customer requests

What features are built into solution?

1

Online support

chat for Ukrainian citizens
2

Chat-bot

in Telegram, Viber, and FB Messenger
3

Workflow

of 1st and 2nd support line
4

Online chat

with customers via messengers
5

Case management

with SLA, automatic reminders and escalations
6

Work space

for team lead
7

Managing

of unanswered chats
8

Ability

to share photo and video files
9

Integration

with Jira, GitLab
10

Dashboards

with analytics and NPS
11

Knowledge base

for faster learning

Result💪

Speed up in solving customer requests

53%

Optimised manager performance

70%

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