Logicalware

Logicalware is a customer service software solution designed to assist businesses in managing and optimizing their customer support operations. According to the vendor, it offers a range of features including email management, ticketing, automation, reporting, and integration capabilities. Logicalware caters to companies of all sizes, from small businesses to large enterprises, and is utilized by customer service representatives, contact center managers, support teams, e-commerce companies, and financial services.

Key Features

Live Chat: According to the vendor, Logicalware facilitates real-time communication between customers and support agents through a chat interface. It enables agents to handle multiple chat conversations simultaneously and provides features such as canned responses, file sharing, and chat transfer for efficient customer support.

Email Management: The vendor states that Logicalware centralizes and organizes incoming customer emails for streamlined management. It automatically assigns emails to the appropriate agents based on predefined rules or manual assignment. The software also tracks and prioritizes email tickets to ensure timely responses and resolution.

Ticketing System: Logicalware offers a ticketing system to create and track support tickets for customer inquiries and issues. It allows for the assignment of tickets to relevant agents or teams for resolution and provides a comprehensive view of ticket status, history, and customer interactions.

Automation: According to the vendor, Logicalware automates repetitive tasks and workflows to enhance efficiency and reduce manual effort. It enables the creation of automated email responses, ticket routing, and escalation rules, streamlining processes and ensuring consistent service delivery.

Reporting and Analytics: Logicalware generates comprehensive reports and analytics on customer support performance. It tracks key metrics such as response time, resolution time, customer satisfaction, and agent productivity. These insights help identify areas for improvement and optimize support operations.

Knowledge Base: Logicalware facilitates the creation and maintenance of a centralized repository of customer support articles and resources. According to the vendor, this enables customers to self-serve and find answers to common questions, reducing the volume of support tickets.

Integration Capabilities: Logicalware integrates with various third-party applications, systems, and devices, allowing seamless data exchange. It enhances functionality by connecting with CRMs, workforce management tools, and payment systems, according to the vendor.

Multichannel Support: According to the vendor, Logicalware supports customer interactions across multiple channels, including email, chat, social media, and phone. It ensures a consistent customer experience across different communication channels and enables agents to handle inquiries from various channels within a single platform.

Customer History and Context: Logicalware provides agents with a complete view of customer interactions and history. Agents can access previous conversations, tickets, and customer details, enabling personalized and context-aware customer support.

Self-Service Portal: According to the vendor, Logicalware empowers customers to find answers and resolve issues independently. It offers self-service options such as FAQs, knowledge base articles, and troubleshooting guides, improving customer satisfaction and reducing support costs.