Built for: Heads of customer service and contact centres, and the CX leaders who work with them.
What you can do
Bring conversations in
Connect the help desk and channels you already use, including Salesforce Service Cloud, Zendesk, WhatsApp, web chat, email and phone call transcripts. Teams without a help desk can work conversations in Hub.
See the customer behind the conversation
Each conversation shows the customer’s experience so far, such as their recent survey scores, open cases and how often they get in touch.
Why customers get in touch
Contact reasons read with the same topic model as your surveys and Root Cause Analysis, with what each reason costs in satisfaction and which contacts could have been avoided.
Agent assist with sources
Suggested answers drawn only from your policies and documents, with the passage they came from. When no document supports an answer, assist says so instead of guessing, and a suggested reply can go straight into your help desk draft.
Quality on every conversation
Every conversation is scored against your quality rubric, and Hub shows how closely automatic scores agree with your reviewers, so you know how far to trust them.
Hear from the customer afterwards
Post-contact satisfaction and effort surveys sent through the CX survey engine, with rules on timing and how often a customer is asked.
Knowledge
- Upload PDF and Word documents, or connect SharePoint.
- See the questions agent assist could not answer, so you know which documents to write or fix next.
- Rate answers as helpful, wrong or outdated, and see which documents are cited and flagged most.
- The same knowledge answers questions from Closed-Loop case owners and other teams.
Hand-offs
- Open a Closed-Loop case when a conversation needs follow-up.
- Send a contact reason to Root Cause Analysis as a driver to investigate.
- Start or add to an Action Plan, for example when the same reason keeps coming back.
- Rules such as a follow-up survey when the same customer contacts you about the same reason twice in a week.
Works with
- Closed-Loop: turn unhappy responses into owned, tracked cases.
- Root Cause Analysis: why customers are unhappy, and whether the fixes work.
- Action Plans: improvement work with owners, targets and a verdict.
- Customer Experience: a complete feedback programme across locations, accounts and journeys.