Good customer service is an expense.  

A customizable help center

According to Harvard Business Review 2010, improving your help center can reduce support calls by 5%.

Your customers are happier when they can find answers right away. The knowledge base is a collection of helpful articles that your customers can access at any time. This way, your customers get the answers they need even before contacting your support team, and your support team becomes more productive because it has fewer tickets to worry about. You can customize your help center to mimic the look and feel of your own website or app. The help center also has a Community tab. The community is a public forum where your customers can virtually discuss ideas through posts and comments and answer each other's questions. Each of your brands can get its own help center with a custom look. You can set different SLAs, notifications, KB articles, and service channels for each brand you support. If your customer still has questions that require an agent's attention, they can simply raise a ticket from the help center, track their ticket's status, and even comment on responses.

Insightful reporting

According to a Deloitte Global Contact Center Survey, you can improve productivity and efficiency in your call center by 54% by leveraging reports and analytics.

The manager's dashboard shows you ticket overviews which give you all the metrics you want to see first. Time-based reports show you statistics on details like first response time and average resolution time. These can be filtered based on agent, channel, and date. The agent scorecard keeps track of all metrics related to each agent, such as customer happiness, average response time, and ticket traffic. These details are displayed on one dashboard, along with other details such as expertise and current availability. You can measure customer happiness by sending out surveys with every ticket resolution, asking customers for happiness ratings and feedback. While the built-in reporting facilities are powerful enough to help you make informed decisions, you can also create customized reports that show you exactly what you need to see.

Intelligent automations

If you automate your routine tasks, your agents' time is free to focus on tickets that require human intervention. SLAs (Service Level Agreements) and Contracts help you clearly define your level of commitment to your customers. You can set first response time or resolution time for tickets based on criteria like priority, channel, and customer type. If the SLA is violated, your team will be notified to act on the ticket and resolve it accordingly. To make sure that every ticket your help desk receives has been resolved, you can set rules that automatically escalate a ticket that is past its due time. You can also create assignment rules that route tickets to the most relevant agents, and notification rules to inform your customers and agents of any updates to the ticket.

Prioritized views

When there are multiple tickets to work on, it can be hard for your agents to decide which ticket needs their attention the most. This is where Work Modes will help: ticket views that automatically sort your tickets based on due time, priority, status, or CRM status. The Ticket Peek shows the gist of the ticket in the same screen so you don't have to change tabs. The ticket's properties as well as previous interactions are displayed alongside knowledge base articles that might help.