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QMan Service Suite
QMan is a suite of tools that integrates with Salesforce Service Cloud and gives you more convenient communications channels with your customers, allows service reps to communicate with customers in real-time via SMS, and provides real-time monitoring tools for incoming cases.
The QMan suite consists of these tools:
QMan Push Notifications integrates with Saleforce Process Builder and allows you to create custom process flows to trigger text message notifications to your Salesforce users, contacts, or leads when criteria that you set are met.
QMan Text 2 Case allows your customers to open new cases, update existing cases, and get statuses of cases via SMS and MMS text messages. You have total control of how incoming messages are handled and the automated response sent back to your customers.
QMan SMS Conversations allows services reps to have real-time SMS conversations with customers. Your service reps will be able to easily manage and participate in multiple simulataneous conversations and reps can also collaborate on case resolution because multiple reps can participate in the same conversation. When complete, conversation threads are added to the case's history.
QMan Lists is a monitoring tool designed to allow call center users to see what cases are in their queues at a glance without taking them away from the other work that they are doing. It gives you tools to quickly get cases to the users or groups that can take action on them. Features include the ability to take or assign ownership of one or many cases with minimal mouse clicks, and case age calculations with conditional formatting.
QMan Charts is also a monitoring tool that gives you the ability to compare current case volumes with the volume of previous days and times. Using QMan Charts users can see if their queues are growing or shrinking though out the day and whether there are any unusual highs or lows in incoming cases. QMan Charts can also help with staffing and other decisions by showing the times of day that typically have the most or least number of cases in queue.
QMan Service Suite allows you to be a customer service hero!