bornevia solutions overview
TRANSCRIPT
Solutions overviewAs of Q4 2015
Online customer service made easy
Need for online customer service platform
Online customer service made easy
Customer care reps productivity
Operational insights Great customer experience
Improve service speed and quality
Monitor service KPIs via data-driven dashboard Drive more profits. Happy
customers buy more
Why Bornevia?
Online customer service made easy
1. Simple interface and easy setup.
2. Multichannel integrations (email, live chat, socmed, etc)
3. Easy collaboration between teams (support, finance, etc)
4. Customisable to fit online business processes
5. Enterprise-grade security, scalability, and distribution
Modernizing online customer service industry
Online customer service made easy
Founded in 2013
Secured 2 rounds of VC funding
+3,000 businesses
78 countries
We’re founded to help businesses deliver amazing customer happiness, satisfaction, and experience the easiest way. We’re made up of a group of passionate engineers, product designers, and evangelists with a vision to build the next-generation cloud customer service product for global internet companies.
Some of our customers
Online customer service made easy
CS reps
Managers
● Email● FB wall posts● FB comments● Twitter mentions● Twitter DM● Whatsapp● Live chat● Line chat● Call● SMS
Converted into support tickets with ticket numbers, status, assignees.
Team inbox
Engineering, finance, etc
Payment confirmations, bug reports, issue with the website
Complaints about delivery, questions, stock availability, etc
Monitor service KPI metrics;Ticket volume, response time, etc
Online customer service made easy
Inside Bornevia platform
Online customer service made easy
All-in-one customer service integrationBornevia aggregates all customer conversations from all channels such as email, social
media, or SMS + chat messaging, and more in the team inbox. More channels and integrations are coming in 2016
Email Social media Chat and messaging
Online customer service made easy
Simple and powerful support ticket management features
- Customisable ticket folders
- Ticket assignment
- Case categorization with hashtags
- Time-based rules
- Fetch ticket history from same email address/twitter handle or any associated IDs
- Bulk actions on multiple support tickets
Online customer service made easy
Keep all of your support teams in-sync
- Organizational feature (team inboxes) is a default setup in Bornevia
- Transfer tickets to other teams (bug-related tickets to developers, payment-related to finance teams)
- Keep track progresses on other teams in real-time
Online customer service made easy
Rich conversations feature
- Private note with mentions
- Inline image feature for email
- image/.pdf preview
- Collision detection
- Ticket-transfer to other team
- Canned response with personalized customer first/last name template
Online customer service made easy
Meaningful insights into your customer service performance
- Monitor ticket volume, avg resolution time, replies/day, and more..
- Filter data by time, channels, category (hashtags)
Online customer service made easy
Automate support by applying rules
- Distribute support ticket assignments, change statuses, and transfer automatically by message subjects, contents, and senders
Problems- Need a solution that can be deployed
for its fast-growing vendor and customer support team.
- Need to keep track KPIs and reduce response time on incoming emails
Solution- Bornevia SaaS platform; team inbox,
analytics, and canned responses
Result- Faster team onboarding (setup within
hours) due to simple UI/UX. - Productivity improvement due to
canned response. - Detailed insights on team KPIs
“With Bornevia, we've improved a lot in reducing response time and being a more data-driven customer service team”
- Ignes Pricilla, CRM Lead
Bornevia case study
Problems- Need a email helpdesk solution
that can be deployed for large number of agents very quickly
Solutions- Bornevia SaaS platform; team
inbox with email integrations
Result- Over +120 agents added in less
than few weeks operation- Streamlined all support emails
across teams
“We really admire Bornevia for its great product and customer support”
- Amit Singh, Lead Analyst
Bornevia case study
Problems- Need to handle overflowing food
catering orders and questions from twitter and email with a small team
Solutions- Bornevia SaaS platform; team
inbox with email, twitter integrations
Result- Reduce closing time on orders- Improve team communications
when handling orders- Hundreds of order-handling/day
with team of 4 people
“The platform lets us scale our customer service operations easily”
- Nanda Rivai, Head of Support
Bornevia case study
