WEB-TO-CASE FORMS

Collect your customers’ submissions automatically by email, call, online chat, and other channels.

Web to Case

Use CloudCC’s web-to-case form to collect your customers’ submissions automatically by email, call, online chat, and other channels. We offer all the support you need to get your forms set up to start collecting customer submissions. All cases of an account will be captured into CloudCC and presented in a relevant checklist, and you can access every case status with case tracking. Close cases at a lower cost and in less time.

CASE MANAGEMENT

Helps businesses get customer satisfaction levels back on track, ensures proper response and resolution times.

Case Management

Provides you and your customers with superior multi-channel service. All cases of an account are presented in a relevant checklist, and you can access every case status with case tracking. Close cases at a lower cost and in less time.

Case Assignment

Just like lead assignment, you can create case assignment rules based on issue type, case capacity, and other criteria. After cases are captured into CloudCC, they are assigned to different service team members based on your rules.

Case Escalation

Create case escalation rules based on issue priority, team capacity, and much more to define initial response times and maximum resolution times. When there is no response beyond the specified time, the case will be reassigned to a senior service person according to the automated case assignment and escalation process.

SOLUTION MANAGEMENT

Empower customers and business partners with self-service tools including an online solution base to seek advice or find solutions to issues.

360° Customer View

Provide your service team a complete view of your customers, including attended campaigns, sales histories, activities, and service solutions saved in our other applications, such as marketing cloud and sales cloud. Empower your service team with tools to better understand and predict customer health through visibility into sales activity and history.

Solution Management

Improve customer service with powerful CloudCC solutions. You can create and search solutions before resolving cases. Increase solution relevance through user-defined key words and intuitive searching.

BOOST CUSTOMER SATISFACTION AND RETENTION

Improve team efficiency, make your business more dynamic, and boost customer satisfaction and retention.

Case Status Tracking

Follow up the case process through case history tracking.

Service Feedback

Customers can evaluate service results directly online and accept service with online signatures.

Service Analysis

CloudCC reports and dashboards provide real-time information about your customer service history, product usage, and other hot topics you focus on. Track the timeliness and responsiveness of your solutions across accounts, service team, customer issue, and root causes. Standardize your service process and improve customer satisfaction.