Tickets + knowledge base + satisfaction for all-round service quality
Covering the full service process across after-sales support, inquiries and complaints, customer follow-ups, and the knowledge base. Auto ticket dispatch, SLA monitoring, and satisfaction surveys make service more professional and customers happier.
Master the ticket / SLA / satisfaction service loop in one screen
Complete capabilities built around the full business process
Omnichannel ticket intake with automatic classification and dispatch, fully traceable from end to end.
Service timeliness is monitored automatically with overdue escalation so critical tickets are never forgotten.
Distill FAQs and solutions into a knowledge base for self-service by new staff and customers.
Automatically trigger follow-up tasks by ticket/order, running satisfaction surveys at any time.
Unify service requests across phone, email, WeCom, and App.
Multi-dimensional analysis of ticket types, resolution rates, and agent performance.
Flexibly adapts to different business models
Manage equipment repairs and product issues as tickets, with a transparent handling process.
Unify inquiries and complaints, auto-dispatching to the right agent by business type.
A dedicated service channel for VIP customers with elevated response priority.
From ticket intake to satisfaction rating—a closed-loop service process
Tickets from phone/email/website/WeCom/mini program are unified into one place
Auto-assign to the right engineer by type, skill, region, and workload
Knowledge-base assistance, on-site check-in, and spare-parts requisition fully supported on mobile
Customers rate online; multi-dimensional NPS / CSAT analysis drives improvement
Enterprise-grade architecture—secure, stable, and scalable
Unified intake and replies for tickets from phone/email/website/WeCom/mini program
Configure response/resolution deadlines by customer tier/ticket type, with tiered overdue alerts
A three-dimensional dispatch algorithm of skill matching + load balancing + geolocation
An engineer App integrating check-in, photos, records, requisition, and customer signatures
Multi-dimensional reports on response time, resolution rate, NPS, and engineer performance
A FAQ and handling-SOP knowledge base with built-in AI search for quick onboarding
Real, tangible business value
Auto ticket dispatch + mobile push dramatically improve service timeliness.
The knowledge base empowers agents to quickly find solutions even for complex issues.
SLA monitoring + escalation mechanisms prevent important tickets from going overdue.
Agent performance, satisfaction, and resolution rates are clearly visible.
Questions you may have
Inbound calls (integrated with a call center or enterprise PBX), email, website forms, WeCom, WeChat mini programs, App, and third-party integrations are all supported; all tickets enter a unified service workspace, automatically linked to customer profiles and historical tickets so customers don't have to repeat their issues.
Flexibly configure response and resolution times by customer tier (VIP/regular/trial), ticket type (urgent/important/general), and weekday/weekend; nearing-due/overdue items automatically trigger tiered alerts (push/SMS/calling the supervisor); SLA compliance can be tracked in real time on the BI dashboard.
An engineer App (iOS/Android) supports ticket receipt, on-site check-in (GPS positioning), field photos, customer e-signatures, spare-parts requisition, and service-record uploads; dispatchers can see all engineers' real-time locations and workloads to optimize dispatch.
After a ticket is closed, a rating link is automatically pushed (SMS/WeCom/email) for customers to give an online 5-star rating + text feedback; NPS, CSAT, and CES models are supported; satisfaction results are tied to engineer/team performance, and negative reviews automatically trigger a supervisor review.
Yes. Tickets are automatically linked to customer profiles, contracts, and SLAs, so engineers can see the customer's purchased products, versions, warranty periods, and historical service records; labor/parts/costs generated after service are written back to the customer view, building a complete service file.
The standard edition works out of the box, with account activation and basic ticket-flow configuration completed in 30 minutes; SLA policies + dispatch rules typically take 1–2 weeks; field service App + knowledge base + third-party channel integration take 2–6 weeks. For a detailed quote, please contact our inquiry hotline at 400-003-2253.
1-on-1 dedicated consultant service to tailor a Customer Service solution for you