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Host of features and functionalities available commonly for all Modules of OrangeDESK
A knowledge base is one of the key features of the OrangeDESK. When setting up a knowledge base, you can create categories based on your products, services, or types of customers, and then add knowledge base articles within those categories. You can further choose whether a category will be publicly available or remain internal. The internal is only visible to your customer support team in the agent panel. Articles will also have the option of being either ‘public’ or ‘internal’. It means that you can create knowledge bases for both, your customers and employees. A publicly available knowledge base provides customers and prospects with instant access to the information they need and the ability to resolve product or service issues on their own before needing any further assistance from a company’s representative. Having an internal knowledge base is a great way for companies to provide their support agents with easy-to-find information that can speed up their responses when interacting with customers, as well as streamline communication across departments, saving their time and increasing agent productivity.
Essentially, announcements are meant to educate individuals about new updates or news that relates to your "Customers" or “Employees” or Business Correspondents”" of your application.
Configure settings for various components such as emails, tickets, Knowledge Base, access, auto-responder, alerts & notices, and many many more at front end itself in few seconds by enabling or disabling the options.
:It supports a multi-language user interface that facilitates easy usability by businesses across the globe based on their native language.
Build the teams using the Group feature. Employees can be included in groups, then assign those groups to categories. You can give better service to customers by keeping a proper flow of tickets using groups.
: Dashboard reporting is a graphical depiction of an organization’s key performance indicators (KPIs). Reports are created by pulling together data from existing reports available, giving the user a graphical snapshot of a company’s operations. Dashboard reporting gives everyone in an organization, irrespective of technological expertise, the ability to analyze data in real-time via intuitive dashboards. Viewing any form of information using graphics makes data easier to understand, analyze, and process into actionable insights. Adding the functionality of dashboard reporting provides a comprehensive and clear view of all business insights at a glance
Centralised support is a single point of contact for all IT requests, issues, and incidents. The centralised support can be used by end-users to submit requests for support or help that they may need. The centralised support then routes the request to the appropriate department or team based on the type of request. This saves time because it does not require users to go through multiple departments before getting support. It also helps reduce the number of requests from end-users because there is only one place where you need to go when you have an issue or question about your services. Having one centralised Help Desk channel helps to eliminate redundancies and to increase support team efficiency by reducing the time spent organising support tickets.
It is the process of announcing or informing application users about the new activity and you can also send custom notifications to application users.
Allows admins to manage ticket categories, filters, User creation, group creation and assigning tickets, etc.
The import / Export file feature is used to upload/download huge amounts of data through a CSV or Excel file. Using this feature will reduce the time taken for manual entry.
: This feature is used to delete multiple data at once. If you have a large amount of data in the application, it helps in reducing the data and increasing the performance of the application.
This application offers several automated features that reduce the amount of time users spend on repetitive tasks. These include Auto assigning tickets, AutoTicket-Close, Auto-Notification-Delete, Auto-overdue-ticket
Custom notifications are an essential part of Help Desk operations, used to communicate important updates, changes, or reminders to customers and team members. They can be tailored to meet the specific needs of customers or team members, and can be automated using OrangeDESK They can reduce the number of inquiries and follow-up emails, improve customer and employee satisfaction, and lead to improved customer / Employee loyalty and retention.
The OrangeDESK application can automatically detect and record the IP address, country, and time zone of registered customers. Additionally, suspicious IP addresses can be manually blocked to enhance security.
The bank can send a payment link postcompletion of the assigned work to the client and the client can make payment to the organization by a preferable mode of transfer, such as via UPI/ Net Banking/ others.
To enhance the features of OrangeDESK even more, it provides the option of operating ticket-related activities simply in WhatsApp, in case the web portal is less preferable to any of the employees or clients.
This feature offers a systematic and thorough record of overall major activities performed by the Employees / Agents / Business Correspondents during their onfield visits. It accounts for a variety of data on activities such as visits for collections or recoveries, Sales Visits, Site Visits, etc.
The entire product comes with a multilingual feature; which allows the customer from any region to select their preferred language for the desired operation.
The Mobile App in OrangeDESK is designed to enable personnel to perform the needful activities anywhere and anytime without hassle.
If the organization is into giving 24/7 services and assistance, the On-Line Chat option makes it easy to remain in touch throughout the working period, on both WhatsApp as well as Web Portal.
OrangeDESK enables you to integrate any required application, such as Core Banking/ CRMs/ Loan Origination Solutions/ Loan Management Solutions, etc to it. Important data can be directly transferred into the system without any complexities. Various activities, such ad Lead Management, Account Opening, Loan Application, etc can also be performed through Integration.
