Providing the very best customer service is what businesses continuously strive for. Insightly Service is a powerful application that helps you help your customers. Your agents can solve problems faster, efficiently identify common issues, and build trust with your brand.
In this Article
How Insightly Service works
Your agents know the most about customer issues and the best way to solve them. The Insightly Service App empowers agents to provide customers with the guidance they need, whether it’s direct assistance through Tickets or joining a discussion in the Community. Your technical writers can build a self-service help center for your customers with Knowledge Articles.
These resources can be made available to your customers by building your own Public Portal Website. The Service App helps you build trust with your customers by aiding your agents in providing quick, convenient, and accurate support resources.
Insightly Service can be purchased by customers with Insightly CRM or it can be purchased as a standalone product by itself. As with all Insightly Apps, Insightly Service is built natively on Insightly’s Unified Data Platform which means it is seamlessly connected to all sources of customer data across an organization. All customer-facing teams have access to the most up-to-date, comprehensive information in real-time.
Public Portal Website
A Public Portal Website is the multi-lingual, customer service website that Insightly Service generates when your administrators create a Brand. Customize the look and feel of the Portal, including colors and layout, to match your product’s identity.
Your Portal is a resource for your customers where they can educate themselves with Knowledge Articles and share collective knowledge with other users in the Community. If they still are having trouble, they can submit a Ticket to your support agents from the Portal.
Tickets
When your customers need to reach you, your customer support agents should be prepared with the best possible tools to quickly solve any issues. Tickets capture everything from the initial request to all subsequent conversations.
Customers are added to Insightly as Contacts, where your agents can review any past interactions they’ve had with your team.
When a Ticket is submitted by a customer, a conversation between that customer and your agents begins. Agents can also create Tickets manually on behalf of a specific customer.
SLAs
An SLA is an agreed upon timeframe (essentially targets or deadlines) for the response and resolution to tickets that are submitted to a support team. Agents can understand SLAs as contracts between themselves and the customers they serve.
Providing timely support and responses based on SLAs ensures that companies are delivering predictable and consistent quality customer service. SLAs also have the advantage of providing visibility to service administrators when problems arise or tickets fall outside the parameters of the SLA.
Macros
Macros are templates your agents can build and later be applied to a Ticket to provide consistent, informational responses to frequently asked questions. Using Macros can prevent human error and save your Agents time, as they will no longer be required to write a brand new response to each Ticket they are assigned, giving them more time to solve other Tickets.
Many Tickets can be solved quickly with a Macro response, typically for common issues like how to add a new user. Once a Macro is applied, the agent will be able to edit, change, and amend the content before the Ticket is submitted so it can be personalized as needed. Macros can be applied to multiple Tickets using bulk editing.
Email Settings
Service App admins can manage all their support mailboxes under Email Settings. Any email sent to a support email address for example: support@zoola.insightlyserviceqa.com gets automatically converted into a ticket that you can get working on.
Automations
Automations in the Service App work similarly to our Workflow Automation feature in CRM and Marketing, however Automations are used specifically for Tickets and Ticket Comments.
Automations should be built for repeatable activities that take place to complete a specific task on a regular basis. Use Automations to manage your workflow, improve performance, and customer satisfaction.
Knowledge Articles
Knowledge Articles are records that users can add instructional content to, which your agents can share with customers or coworkers to provide a clear and common understanding of your services. Knowledge Articles can be shared through Tickets or through links to your Public Portal Website.
Queues
Queues are used to assign records, such as Tickets, to a group of users. Then, a member of that Queue can assume ownership of the record and work on it themselves. Users can take ownership of any record in a Queue they belong to. Queues can be accessed from an object’s List View dropdown.