Built for: Heads of customer service and contact centres, and the CX leaders who work with them.
What you can do
Keep the help desk you already run
Connect Zendesk, Salesforce Service Cloud or Genesys Cloud, push conversations from any other system through the conversation API, or import a CSV or JSON export. Teams without a help desk can answer web chat and email in Hub’s own inbox.
See the customer behind the conversation
Each conversation shows what the rest of Hub already knows about that customer, such as their recent survey scores, open cases and how often they get in touch. When a customer cannot be matched, the panel stays empty rather than showing someone else.
Why customers get in touch
Contact reasons read with the same topics as your surveys, with how each reason moved against the previous period, its share of dissatisfaction, repeat contacts on the same reason within a week, and which contacts could have been avoided.
Agent assist with sources
Suggested answers drawn only from your own policies and documents, with the passage they came from. When no document supports an answer, assist says so instead of guessing.
Quality on every conversation
Every conversation is scored against your quality rubric, and Hub shows how closely the automatic scores agree with your reviewers, so you know how far to trust them.
Hear from the customer afterwards
A post-contact satisfaction and effort survey after a conversation is resolved, sent through the same survey engine as Customer Experience.
Knowledge
- Upload PDF and Word documents, or paste text, for agent assist to answer from.
- See the questions assist could not answer, ranked by how often they are asked, so you know which documents to write or fix next.
- Knowledge that is not set up is shown separately from questions no document covered.
Hand-offs
- A Closed-Loop case opens when a top-tier customer has a negative conversation and no open case.
- A Closed-Loop case opens when the same customer contacts you about the same reason twice within a week.
- Conversation volume and tone feed Churn Modeling as signals, alongside survey answers.
Works with
- Closed-Loop: turn unhappy responses into owned, tracked cases.
- Customer Experience: a complete feedback programme across locations, accounts and journeys.
- Churn Modeling: which customers are likely to leave, and why.
- Mobile app: hub on iPhone and Android.