Imagine resolving every customer service inquiry promptly and proficiently — without a single sloppy handoff or having to scramble for purchase histories. From easy at-a-glance dashboards to robust self-service portals, Sugar Serve has everything you need to create outstanding customer experiences. You’ll always be prepared to give customers exactly what they need. At any moment, for any issue or interaction.
See every issue at a glance
Sugar Serve’s intuitive service console guides customer support professionals to the next best action. It means better response times and resolution rates for you, and more outstanding experiences for your customers.
Our service console leverages SLA information, along with case priority and severity, to intelligently prioritize each and every inquiry. You can also build better relationships, solve issues with ease, and can be more productive.
Deflect support calls
With Sugar’s Self-Service Portal, customers can easily search your knowledge base, get questions answered instantly and open cases for extra assistance — all without ever having to pick up the phone. Minimize overall caseload and resolve issues faster.
You can also create a comprehensive Knowledgebase, Minimize support costs, customize the experience, make it easy for your customers.
Route cases intelligently
Have inbound customer service requests automatically routed to the right person. Whether you need to escalate a case or reassign it when too much time has passed, SugarBPM™ ensures no customer gets left behind.
SugarBPM™ enables Sugar Enterprise and Ultimate edition customers the ability to automate complex business processes using a CRM workflow automation engine based on BPMN standards. Automated processes provide these customers with increased productivity, re-use of best practices, and the ability to effectively manage the customer experience.
Understand and monitor support performance
Use Sugar Reports to turn your data into insights. With our CRM reports, you can gain a deeper understanding of your customers. Monitor performance across your business including marketing analytics, sales trends, case reports, and customer profiles. Users can create real-time Reports and Dashboards on any metric and manage access, without having to rely on Administrators.
With real-time reports and dashboards, you’ll understand problem areas long before they become full-blown issues. Our customer service analytics let support center managers see what’s going well and what needs to be addressed.