Customers want answers. Often right away. And usually, your agents know the best response. Though, they don't necessarily need to be in touch in person. ThinkOwl learns from all such responses to repeat questions over time (FAQ) and offers a knowledge library- a customer portal branded in your corporate design.
Creating your company's customer portal helps your customers check the status of their ticket or browse articles themselves.
No more waiting for an agent's help.
The customer portal is a collection of self-help functionalities that are open to customers and accessible through a brand’s website. Typical self-service features include self-resolution through the company knowledge base, AI-enabled smart responses, self-logging of cases, collaborative spaces, service requests, and chat.
AI-enabled customer portals provide contact center agents with proven smart responses by continuously learning the responses customers find helpful. So, in addition to delivering faster resolution rates, AI helpdesk also allows agents to become more productive which ultimately leads to superior customer experience.
The best customer portals also support multiple devices including smartphones, so, customers can initiate workflows or submit cases themselves from the convenience of their smartphones. The customer portal can also function as a brands’ 24x7 support center as it virtually runs on autopilot.