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Solutions
iService organizes solutions around the service work you need to improve, so you can start with your operating problem rather than a feature catalog. Choose the channel or operating job that needs attention, then see the relevant iService workflow and customer channel.
Choose a solution path for the service work your team needs to improve.
A service problem is easier to name by its channel or workflow than by a product feature.
iService connects each service problem to the relevant workflow and channel. You can evaluate email, web, chat, portal, and workflow work in operational language instead of translating a capability catalog.
Support email needs a clear owner before an agent starts work.
When support email arrives, iService evaluates it against your routing configuration. It queues and assigns the message by service level and agent skill, then shows the agent the work they own to answer.
Desert Financial Credit Union used iService for its online banking message center.
Its IT team built the integration in under four weeks. The message center supports more than 100 agents providing online service, showing how a customer team can connect iService to its own banking environment.
A generic queue makes different service channels and operating jobs look like the same request.
iService gives each recurring service channel and operating job its own solution path, rather than forcing every request into one generic queue.
Each iService solution starts with a service problem and connects it to the relevant workflow and customer channel. Choose a solution path for the work your team needs to improve.
For email requests your team needs to route and answer.
A solution path for customer service email.
For requests customers submit through a web form.
A solution path for web service requests.
For service work that starts with email and reaches a phone.
A solution path for customer updates by text.
For chat work handled by your service team.
A solution path for live customer conversations.
For updates your team sends to customers.
A solution path for outbound service messages.
For repeat questions customers can answer themselves.
A solution path for customer self-service.
For teams improving day-to-day service work.
A solution path for customer service operations.
For teams handling requests from business customers.
A solution path for business customer support.
For service work that moves through an approval step.
A solution path for requests that need approval.
For requests that move through more than one operating job.
A solution path for complex service workflows.
For agents handling customer interactions.
A solution path for contact center work.
For teams handling customer and prospect conversations.
A solution path for business development work.
For service work customers access through a portal.
A solution path for secure customer messages.
For operating jobs your team handles on a schedule.
A solution path for scheduled service work.
Open the solution directory to choose the service channel or operating job you need to improve. Each path connects a service problem to the relevant iService workflow and customer channel, so you can compare the work that fits.