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Why Qntrl for your customer support process?

Visibility

Stay informed about the status of each ticket. Get a clear picture of what tickets you receive, when you receive them, and what stage on-going ones are at.

Control

Every step can be tracked, thus enabling faster decision-making. Assign tickets to the right team members, avoid duplicate requests, and manage workloads based on priority or severity.

Automation

Minimize human intervention by automating process steps⁠—assigning tickets, notifying support agents/customers, and escalating tickets to higher tiers in the team—as you need them.

Collaboration

Connect and communicate easily with your team and other departments, and quickly resolve any issues that come your way, helping reduce backlogs.

Performance Monitoring

Improve performance by tracking your ticket volume, ticket backlog, first response time, average resolution time, and more, using our reports.

Centralized Information

Manage all customer-related information on one platform, including order details and previous support requests, to ensure a smooth customer service experience.

Sample customer support process in a few simple steps

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Request submitted by customer

The customer submits the request via email, forms, or any other third-party tool. This gets converted as a card in Qntrl, with the necessary details.

Assigning the ticket

Once the request is submitted by a customer, it gets automatically assigned to a Tier 1 technician.

Escalating the ticket

The Tier 1 technician works on the ticket for a scheduled time frame. If not resolved, it is scheduled to a Tier 2 technician, and later to a Tier 3 technician, if still not resolved.

Confirmation of resolution

Once the issue is resolved by the support team, the customer is automatically notified via email for confirmation.

Ticket is closed

The ticket is closed once the customer sends a confirmation in response to the resolution provided.

Qntrl is flexible

  • Set up multiple ticket-handling process requests easily, depending on the structure that best suits your organization or department.
  • Automatically log tickets as cards, irrespective of the source they come from—emails, forms, websites, or other tools.

  • Add priority levels to each ticket, so that the very essential and complicated ones are handled and resolved quickly.

  • Set up timelines to automatically escalate tickets to higher-tier customer support agents.

  • Send automatic notifications and alerts to the customer support team via email or chat apps, like MS Teams or Slack. Keep all your stakeholders up to date with all relevant information.

  • Analyze your ticket handling process—the ongoing ones, the high priority ones, the closed ones, and everything in between—and optimize their performance over time, using our built-in reports and dashboards.

Not all customer support processes are the same

— Choose the one that best suits your organization —

Take a look at Qntrl

Qntrl is the world’s #1 Workflow Orchestration Software. See why

  • Centralization & Visibility
  • Process Compliance
  • Workflow-Centric Collaboration
  • Process Automation
  • Reports and Dashboards
  • Process Mapping
  • Process Extensibility
  • Enterprise Security
  • Centralization & Visibility

    Centralized requests, Unparalleled visibility

    Streamline incoming service requests, and maintain rapid response times. Define roles clearly, and protect requests from duplicate efforts and embarrassing cross-fire. Personalized views let helpdesk agents see their queue based on ticket status, assignee, group, or other conditions.

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  • Process Compliance

    Ensure execution standards

    Have well outlined service SOPs and ensure that all agents understand what is expected of them at every stage, and know how to appropriately respond in any given situation. Ensure compliance through built-in audit trails, reporting of exception events, and automated corrective actions.

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  • Workflow-Centric Collaboration

    Collaboration: when you need it, where you need it

    Real-time conversations demand real-time answers. Get quick access to anything you need to help respond to a customer including account details, purchase history, and past conversations. Get things done faster by notifying all stakeholders through any chat application.

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  • Process Automation

    Make repetitive manual work a thing of the past

    Automate canned replies, or alert a manager if a customer sends in a bad satisfaction rating. Route pre-sales queries to the business development team, and product specific queries to respective departments automatically. Automate workflow steps, document or PDF generation, and more.

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  • Reports and Dashboards

    Improve Operational KPIs

    Analyze number of requests received per day, number of requests closed per user, average response time, average handle time, and more with bespoke, dynamic reporting module. You can also use the report builder to generate your own reports, and schedule them based on your preference.

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  • Process Mapping

    Orchestrate, Visually

    Build flexible and scalable business processes- returns processing, field service requests, annual maintenance service, and such- tailored to meet the requirements of your business. Our workflow designer also includes advanced features like parallel transitions and common states.

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  • Process Extensibility

    Make Qntrl even more powerful

    Connect Qntrl with your existing tools - Salesforce, HappyFox, Shopify, and more - for seamless data flow. APIs, Client and Server Scripts are some of the options that will help you tailor Qntrl to your own needs. We also have a gallery of ready-made third-party integrations.

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  • Enterprise Security

    Designed for Enterprise

    Get all the advantages of a cloud-based platform with the security you’d expect from an on-premises system. Field access privileges, data encryption, and role-based access controls keep your sensitive information safe. Audit capabilities help you figure out who-did-what-when.

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