[Banza case]: Diia "Customer support portal"

Client

"Diia" - is a mobile app, a web portal and a brand of e-governance in Ukraine with 13mln+ of users

Problem

There is no unified customer support portal that 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 solution to automate processes and speed up of solving customer requests

What features are built into solution?

Online support

chat for Ukrainian citizens

Chat-bot

in Telegram, Viber, and FB Messenger

Workflow

of 1st and 2nd support line

Online chat

with customers via messengers

Case management

with SLA, automatic reminders and escalations

Work space

for team lead

Managing

of unanswered chats

Ability

to share photo and video files

Integration

with Jira, GitLab

Dashboards

with analytics and NPS

Knowledge base

for faster learning

Result💪

Speed up in solving customer requests

53%

Optimised manager performance

70%

#makeITeasy

Learn more about our solutions for business

Learn more

[Banza case]: Diia “Customer support portal”