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To learn how iService can help your organization,
call 217-903-4458 or email us at sales@1to1service.com.

Tel: 217-398-MAIL(6245)
Fax: 866-557-2545

iService—Key Features

Available as an on-demand service or on-premise license, iService helps you leverage the Internet to improve service to your customers. iService includes features that make it simple to use, and yet scales for larger enterprises with its ability to support multiple business units with their own configuration and micro self-help portals to support different parts of your business.

Customer Interface:

Customize the user interface to match your company brand.
Create separate support portals for each business segment.
Combine multiple segments into a single portal.
Send customized automatic responses and acknowledgments based on the content of the customer's message.
Customers can submit attachments via the automatically generated web forms or via email.
Web-based self-service knowledge base for customers to get their answers fast.
Customers can maintain their profiles and view all of their questions and answers.
Customers can maintain their contact information and customer properties online.

Agent Interface and Email Response Capabilities:

Route and queue incoming email for agents using a skills-based routing approach.
Automatically assign customer replies to the original agent handling the customer's interaction.
Add agent notes to replies that are invisible to customers, but viewable in message history and reports.
Agents can send and receive file attachments.
Send new agent initiated mail in addition to responding to customer questions.
Agents can create and assign tickets on behalf of customers.
Interactions can be handled within the browser interface, or answered directly via email.
All interactions (Telephone calls, customer and agent email, tickets) are archived as customer history.
Use stock response templates to provide quick and consistent answers.
Use secure messaging for confidential communications.
Search complete interaction history by agent, subject, topic, body of messages and many other fields.
Route customer questions to outside experts for review and response assistance.

Supervisor Capabilities:

Act on multiple inquiries at once using mass update capabilities.
Review agent responses for quality assurance.
Generate detailed reports to manage your email response processes.
Supervisors can monitor real-time status of all customer questions and the status of agents.
Obtain real-time alerts for interactions in danger of missing service-level targets.

Site Administration:

Customizable properties for agents such as:

access to cc: and bcc: lines when composing responses
automatically empty an agent's queue of assigned messages when they logout
automatically log an agent out of the system after a defined period of inactivity
manually force an agent logout

Maintain and control access to separate segments for different parts of the enterprise (technical support, customer support, human resources, etc.)
All messages are pre-processed for SPAM and viruses (on-demand service
Easily integrate with other applications using the iService Web Services API.
Filter incoming messages using a powerful regular expression parsing engine.
Attach custom properties to interactions, such as browser type, priority, etc.
Attach customer properties to contacts, such as birth date, account number, etc.
Maintain a complete audit trail of changes to contact and interaction properties.

... and many more features that make iService easy to use yet powerful.