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Customer service

Resolve the request. Know the customer.

Bring intake, ownership, replies, and related work into one case, with the whole customer relationship close at hand.

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Sound familiar? Not anymore.

Requests buried in personal inboxesEvery request tracked as a case
“Where are we on this?”Status customers can see in their portal
Fixes coordinated across three toolsTasks, Knowledge, and replies linked to the case

1INTAKE

From email, portal, or phone.

Cases come in from your shared inbox, your customer portal, or a call, each with a source, status, and owner.

2WORK IT TOGETHER

The team behind every answer.

Internal notes, mentions, and linked tasks keep the work on the case, not in side conversations.

3KNOWLEDGE

Answer it once. Reuse it everywhere.

Turn good answers into Knowledge articles for your team and your customers. Nash drafts them from questions that keep coming in.

4PORTAL

Customers follow along without asking.

Each case shows up in the customer’s portal with its status and replies.

5MEASURE

See the queue. Fix what slows it down.

Track backlog, first-reply time, and resolutions on the same records you work in.

Customer service with the whole story.

CasesStatus, owner, and source on every request. Shared inbox intakeTurn conversations into cases. Portal requestsCustomers open and follow requests themselves. Phone casesLog calls as cases with the same workflow. Linked tasksThe fix tracked next to the request. KnowledgeArticles for customers and your team. WorkflowsEscalations, reminders, and handoffs. ReportingBacklog, first reply, and resolution.

Keep going Across the platform.

PLATFORMShared InboxesWhere many requests start.Explore PLATFORMPortals & KnowledgeWhere customers follow along.Explore SOLUTIONSCoherence for Customer SupportThe whole support story.Explore

From the first question to the next resolution.

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