Quickly configure and modify customer service request processes to ensure high levels of customer engagement. Streamline case resolution by leveraging our digital automation platform for an omnichannel customer interaction, quick turnaround time, and unparalleled management of exceptions and escalations.

Features of Newgen Customer Service Request Management

Customer Case Management

End-to-end management of all customer queries, requests, and complaints—from initial interaction to case resolution

Insight into work steps, turnaround times, and approvals

Omnichannel Customer Engagement

Customer interaction capture through chat, email, SMS, and computer telephony integration

Agent collaboration and call scripting to improve resolution rate and reduce call handling time

AI-driven Social Listening

Tracking and listening to customer views on key social channels

Separation of customer noise from customer voice to accurately view and address concerns

Customer Request Self-service

Integration with customer self-service portal

Request raising, status check, and assistance and search capabilities for customers

Customer Feedback and Surveys

Capture of customer feedback and subsequent report generation

Creation and administration of basic surveys

Knowledge Repository Management

Continuously evolving knowledge repository to enable customer service agents in tackling queries

Original articles and content, created by subject-matter experts and approved for use, to constantly update the repository

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