Today
The challenge
A customer emails, then calls, then sends a message. Each lands with a different person, the answer is given twice or not at all, and a missed promise is noticed only when the customer complains.
Business process
Every question answered, on time and on the record
PALBONSupport turns every request into a ticket with an owner and a deadline. Calls through PALBONComm and messages through PALBONWhatsApp stay on the record they belong to, and the knowledge base answers common questions before they become tickets.
With PALBON Suites
One connected flow
PALBONSupport turns every request into a ticket with an owner and a deadline. Calls through PALBONComm and messages through PALBONWhatsApp stay on the record they belong to, and the knowledge base answers common questions before they become tickets.
Step by step
How the work moves
Each step happens in the product made for it, on the same record as the step before.
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1
Raise
An email or a portal request opens a ticket, guided by your templates.
PALBONSupport
-
2
Route
Assignment rules give it an owner, and a service-level policy gives it a deadline.
PALBONSupport
-
3
Talk
Calls are placed from the ticket and logged against it.
PALBONComm
-
4
Message
Approved WhatsApp templates update the customer, and replies stay on the record.
PALBONWhatsApp
-
5
Resolve
The answer goes out, and the customer rates the help when the ticket closes.
PALBONSupport
-
6
Learn
Volumes, response times and recurring problems on one dashboard.
PALBONInsights
Capabilities
What it gives you
A deadline on every ticket
First-response and resolution times, counted in working hours only.
Answers before tickets
Knowledge base articles suggested while the customer writes.
The right person first time
Round-robin or load-balanced assignment, team by team.
Calls on the record
Incoming calls matched to the contact and logged with their duration.
WhatsApp on the record
Approved templates, replies and delivery status kept with the record.
A portal for customers
Customers follow progress, reply and rate the help they received.
Products
The products behind it
Complete on their own, connected here.
Customers
PALBONSupport
Client Service & Care
Every customer question answered, on time
- Ticketing with an agent desk and customer portal
- Service-level policies and assignment rules
- Knowledge base and saved replies
Platform services
PALBONComm
Voice & Messaging Layer
Calls and messages, logged where the work happens
- Click-to-call from the PALBONSupport agent desk
- Every call logged against its ticket
- Works with your telephony provider
CustomersAvailable on request
PALBONWhatsApp
Customer Messaging
Message customers on WhatsApp, from the record they belong to
- Approved templates filled from the document
- WhatsApp as a channel on any notification
- Every message kept against its record, with delivery status
Intelligence
PALBONInsights
Business Intelligence
Ask a question of your data and see the answer
- Visual query builder, with SQL when you need it
- Charts and shareable dashboards
- Connects to more than one data source
FAQ
Questions about this solution
Can customers find answers without raising a ticket?
Yes. The knowledge base has public pages, and articles are suggested while a customer writes a new ticket.
Do we need a WhatsApp Business account?
Yes. You connect an account from the WhatsApp Business platform, and only templates that WhatsApp has approved are sent.
Can internal IT or facilities teams use it?
Yes. Ticket types, priorities and teams are yours to define, so an internal desk works the same way as a customer one.
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See Question to resolution on your own data
Tell us how you work today. We will walk you through this solution with examples from your own processes.