Your language, rules, and escalations
Industry specific contact and interaction properties reflect your business in every customer interaction.
Agents and managers work in a system that matches the terminology they use every day.
Industries
Workflows built for your industry
iService provides preconfigured workflows that fit your industry, not a generic template.
Proven industry performance
Financial-services customer operations built with iService.
Customer
Desert Financial Credit Union, the largest credit union in Arizona with more than 350,000 members, uses iService as the integrated message center inside its online banking system.
Measured outcome
More than 100 agents provide online customer support through iService.
Measured outcome
Their own IT team built and deployed the online banking integration in under four weeks rather than months.
Customer perspective
We evaluated several options for our integrated message center. iService offered a unique combination of advanced email response features and a highly customizable user interface for our online banking system. It was important that our members have an integrated support experience on our website, and our agents have the productivity tools they need to be efficient.
Jim Lavery, Vice President of Contact Centers and Credit Services, Desert Financial Credit Union
Customer service workflows for your industry
Your customer service team needs fields, routing, approvals, and service rules that match the work it handles.
iService configures workflows around your operating model, with custom routing, approvals, topic trees, and service-level agreements. It brings documented freight and logistics operating experience to your customer service operation. Industry-specific Answer Panels show the fields and approval actions for each request, from home-service quotes to freight shipment adjustments.
Map iService to your operating model
Review the workflows, Answer Panels, service rules, and request data that shape customer service work in your industry. Each industry route shows how iService configures the work your teams manage.
Freight and logistics
Shipment exceptions, terminal handoffs, and claims.
Review workflows for shipment exceptions, terminal handoffs, claims, and shipment adjustments. The Answer Panel keeps shipment details and approval actions with the interaction from the first customer message through resolution.
Financial services
Controlled customer decisions and approvals.
Review customer service workflows for controlled decisions, approvals, and online banking messages. Policy and account details stay with the interaction, and approval steps run inside the workflow your teams follow.
Field and home services
Office-to-field customer service coordination.
Review a Field Service Management Answer Panel for home-service quote requests. Appointment, site, and job details stay with the request so office staff can answer customers and coordinate field work.
Ecommerce and digital businesses
High-volume order questions across service channels.
Review workflows for order questions across the service channels your teams manage. Order details and customer history arrive with the request, so agents answer without opening a second system.
Choose your industry to see the fit
Choose the industry closest to the requests your teams manage. Review the workflow, Answer Panel, service rules, and customer data iService configures for that work, then request a demo built around your own operation.