Service and Help Desk

Retain more customers, create stronger brand loyalty, and improve the effectiveness of your customer service.

Africa Solution Distributor’s award-winning vendors offer an affordable service and help desk solution, that helps with the streamlining of customer support with time-saving tools like triggers and automation. These support desk solutions are intuitive, increase productivity and are easy to use for both customers and service desk agents.

Fast, personalised responses

Agents can create and share their own across to quickly respond to recurring customer inquiries.

Team Collabortion

Web-based IT help desk solution that enables support teams to collaborate and share information by using private comments and real-time updates about the tickets.

Self-Service

Combine your help desk software with a customisable help centre, knowledge base, online community and customer portal so that customers can get self-service.

Features of service and helpdesk solution:

Live Chat
Across Channel Support
Customer Service Metrics
Social Media Customer Services
Integrated Voice Service
Helpdesk Ticketing System
Self-Service Portal
CRM Integration

Key Benefits

Drives customer satisfaction and loyalty

Customer service agents can provide better service when they have the information and tools they need.

Streamline Self-Service

Streamline knowledge base creation and management, saving agents time and providing customers with the resources they need as well as the ability to track how your customers are using your knowledge base.

Seamless Agent Experience

Helps agents access and use your customers’ information and improved internal collaboration with shared inboxes and greater efficiency and more personalised and useful support.

Messaging

Offer support to your customers via messaging, live chat, social media, email or voice calls.

Help Center

Reduce agents’ resolution time by building an integrated help center and community forms to allow customers to resolve issues at their own pace.

AI-Powered Bots

Use automation and AI-powered bots to get the context to ensure customers have a personalised experience and never have to repeat themselves.

Agent Workspace

Provide better more personalised support with a unified agent workspace that can be integrated with 1,000+ other platforms to make it easier to track, prioritize, and respond to customers.

Collaboration Tools

Using collaboration tools, agents can respond faster with prepared answers and correct details by connecting with internal and external partners.

Routing and Intelligence

Utilise built-in routing and intelligence to collect critical details and reduce data entry.

Knowledge Management

Integrated knowledge management allows content managers to share the workload by getting agents to contribute expertise directly from their workspace.