Agent Inbox
Our inbox doesn't show tickets or numbers. It shows conversations.
In traditional systems questions become tickets, people become numbers.
Mobile Service Cloud empowers agents to put customers first.
Book a DemoKeep workflows manageable with smart inbox management.
All questions are routed to the right agent, based on skills and relevancy.
Conversations are at the centre of attention. No tickets, no numbers.
Collaborate easily with colleagues or involve an external supplier.
Manage conversations from any channel in one convenient inbox.
Organise your inbox with tags and snooze options. Your personal inbox displays items that need attention now - everything else is snoozed. Colour-coded SLAs show how much time you have left to respond.
Create, manage, monitor and measure different SLAs based on your customer service operation's brand, language, channels, team and more.
Clear overview of all your conversations
Traffic Light colour codes indicating the time left to answer
Snooze conversations to be reminded later
The conversational view is split into three vertical panels: one with conversations with a customer, one with internal conversations to collaborate with colleagues or partners, and one with the Customer Profile. Every data is shown for every channel. Get and keep customers with a channel-agnostic approach.
Full overview of all conversations from all channels
Chat or email to collaborate with internal and external partners
Customer Profile including all data, such as viewed products
To optimise customer experience, set advanced skills-based routing to automatically connect a customer to the right agent. In addition to skills, you can also set routing according to brand, store, or language. He or she will be assigned a specialist based on the question which appear directly in their personal inbox.
Routing is based on:
Skills, topic, or expertise
Language, store, or brand
Availability
Channel
Chat with your website visitors in real-time with Live Chat with Mobile Service Cloud.
Automate conversations with a Scripted Chatbot. Help your customers 24/7.
Discover all features Mobile Service Cloud offers, such as Statistics, Integrations, Skills-based routing and Classic Tagging.
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