Deliver Exceptional Multi-Client Service and Uphold SLAs
The Support team is on the front line, providing multi-client help desk and service delivery support. You manage high-volume, SLA-driven inquiries daily. You need an efficient, centralized system to uphold contract terms. OneDesk centralizes all your BPO support services.
Trusted by Business Process Outsourcing teams around the world
Fragmented Support Across Multiple Client Contracts
Client issues get lost bouncing between the BPO help desk and account managers. OneDesk creates a unified intake point for all general support issues. Prioritize urgent client-impacting issues based on contract SLAs. Improve overall service consistency and speed.
Multi-Channel Intake for All Client Inquiries
Provide a client-facing portal, live chat, and connected email for clients to submit issues easily. All input becomes a trackable ticket. Use automated SLAs with notifications to ensure all contract terms are met. Custom views allow different service-line support teams to see their specialized workload instantly.
Manage Complex Cases and Client Service Delivery
Treat multi-step processes like major incident resolution, complex client complaints, or cross-departmental investigations as projects. Break down the case into tasks: documentation, review, and communication. Assign tasks to different specialists. Track time spent on complex cases for resource planning and SLA reporting.
Automate Inquiry Triage and Service Handoffs
Automatically assign a new client issue to the specific support team or account manager based on the client ID. Set up rules to escalate a ticket if an SLA is about to be breached. Send an automated satisfaction survey to a client contact after a service request is closed. Automation ensures fast, correct service routing.
Track Effort and Service Costs for Client Billing
Time tracking is vital for showing resource load and for accurate client billing. Log billable time spent on supporting specific client contracts or complex service requests. Use this data to justify departmental budgets and staffing levels. Generate internal reports on inquiry volume by client.
AI for Quick Service Information and Case Summaries
The AI assistant can quickly generate clear answers to common questions about client services or policies. Use AI to summarize long case histories or client interaction logs for support staff. It can draft initial follow-up communications to clients. This reduces manual communication load. Your support team focuses on personalized, high-impact service.
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FAQ
OneDesk has affordable pricing based on your product, plan, and number of user licenses.
See our pricing page for full details.
OneDesk is available both in the cloud and on-premise. Pricing for OneDesk On-Premise is the same as for our Cloud Enterprise plan, but is only available for annual or longer-term subscriptions. To evaluate OneDesk, please sign up for a 14-day free trial of our cloud software. If after evaluation of the software, you would like to purchase on-premise licenses, please Submit a Request we will send you an invoice for the number of users you require.
Of course! You can visit our feature index page for a full list of features. To compare product or plan features see our feature comparison page.
You can ask our AI agent questions via the live chat or knowledgebase in our widget. A human agent is also available to chat during business hours.
We also offer other support options including booking a live demo or submitting an email or ticket.
OneDesk provides a high level of security. You can learn about the measures we take at our security center.
See for yourself how OneDesk can help your team.
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