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Key Features

  • Multiple channels to receive customer issues (e.g. web portal, email, call centre)
  • Custom processes or manual issue-routing and task management
  • Notifications to keep the issue creator, owner, and stakeholders up-to-date during the resolution process
  • Automatic and manual escalation mechanisms
  • Various KPIs to improve issue management performance

Complete Overview of Issues

Kloudville’s issue management application gives a comprehensive overview of all details of submitted issues. You can organize issues received from different channels, (like email, portal, or call) and get a bird’s eye view of everything occurring in your issue and support services.

In this application, you can also assign issue priority and streamline data for customer, supplier, or staff specific issues.

Customizable Workflows and Task Assignment

Through sophisticated workflows and by creating ad hoc manual tasks, you can fully customize and implement issue resolution processes tailored to the needs of your company.

To further improve efficiency, task escalation mechanism to higher-lever stakeholder is triggered if task assignment isn’t completed by established deadline.

Collaborative Issue Resolution

Kloudville’s issue management application can be easily configured to create notifications to allow real-time updates on issue progress and resolution. All activities such as notes, tasks, etc., are logged in real-time from submission to resolution. Therefore, all users have access to a full history of all stages of issue resolution.

KPI Analytics

This application also offers advanced analytics and KPIs to improve your future decision-making processes. For example, you can get insight using indicators such as average resolution time by issue type, CSR team productivity, and so on.

Find out how we can help

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