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Premiere at ServiceTonic
Presenting V9, our most collaborative version. At a time when teleworking is becoming increasingly important, at ServiceTonic we have set ourselves the goal of facilitating communication between team members, as well as speeding up the answers to the most common questions that users or potential customers may have.
And we do not forget about the importance of preventing asset incidents. With NetworkTonic, we are including a monitoring system that allows to improve the control over the assets and to anticipate possible incidents.
ForumTonic
Our working habits are changing. Teleworking is becoming more and more important and therefore it is necessary to have a good communications channel between the members of a team.
With ForumTonic, the collaborative tool presented by ServiceTonic V9, distances are reduced: now the team members’ physical location is no longer relevant.
ForumTonic enables instant communication, as well as the sharing of documents or files needed on a day-to-day basis.
It has workspaces, as many as the administrator wants to create, which in turn have channels with topics within. This way, the discussion spaces can be organized according to each moment’s needs.
In these channels and topics, it is possible to have a repository of operations or doubts, spaces for debate where members expose their ideas or comment on day-to-day matters. They can even serve as unilateral communication channels.
The workspaces that can be created in our collaborative tool are completely integrated with our application, which avoids having multiple apps open and notifications from different channels. As a result, if the agent is in any other ServiceTonic functionality, he or she will immediately see new message notifications and be able to access them without having to switch applications.
The advantages of this collaborative tool are multiple:
- Independence of the team members’ physical location
- Debate spaces where to contribute ideas and solutions
- Communication channel for notices or communications
- Immediate file sharing
- Push notifications so as not to lose any contribution to the topics
- Available in mobility
- Full integration with other ServiceTonic features
Tonic: ServiceTonic’s Chatbot
Excellent customer service is, nowadays, a must for any company.
For this very reason, ServiceTonic V9 includes Tonic: a chatbot configurable according to the needs of the company and ready to offer excellent service 24x7x365.
An indispensable partner, ready to answer the most frequent questions that users may have and thus free agents from workload.
And if the user wants to contact a human, Tonic takes care of recording all his or her requests and send them to the agent, who thus already has the necessary information to give the customer a satisfactory response.
The advantages of having Tonic, ServiceTonic’s chatbot, include:
- Customer service 24x7x365
- Lighten the workload of agents
- Immediate answers
- Customized configuration according to the company’s needs
- Forwarding user conversations to agents so they can provide better solutions
- Possibility to open tickets from the chatbot
- Increased customer satisfaction
Equipment monitoring with NetworkTonic
NetworkTonic has created the possibility of monitoring equipment in order to anticipate problems and thus reduce the number of incidents.
The creation of templates, with parameters configurable by the administrator, allow the definition of monitoring criteria on one or several assets. When a monitoring event is triggered, the system automatically creates a ticket so that this event can be reviewed.
This early detection avoids serious incidents in the CIs that could cause a stop in its operation, thus increasing productivity.
Having equipment monitoring includes advantages such as:
- Personalization of templates: as each CI is different, it is convenient to create templates with logical parameters for each asset
- Incident detection
- ServiceTonic ticket generation
- Reduction of incidents
- Increased productivity by not having any idle CI
And many more!
Tonic, ForumTonic and equipment monitoring are the most outstanding features of the new ServiceTonic V9, but we have gone further and incorporated new improvements such as
- Delegated authentication
- The possibility to save the actions without leaving the ticket
- The ability to assign a filter to text fields: field masks
- Submitting attachments from business rules
