Name: CXUP
Author: Aureolab

Help Desk

Web and Video Conferencing

Customer Support

Changelog

Mind Mapping

Development

Audit

Business Intelligence (BI)

Calibration Management

Collaboration

Communications Platform as a Service (CPaaS)

Embedded Business Intelligence (BI)

Environmental, Social, and Governance (ESG)

Interactive Voice Response (IVR)

Enterprise

Accounting

Payment Gateway

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Onboarding

HR Management

Payroll

Recruitment Automation

Succession Planning

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Storage

Data Observability

Desktop Outsourcing

Electronic Data Interchange (EDI)

Fraud Detection

IT Service Management (ITSM)

Industrial IoT

Integrated Development Environment (IDE)

Integration Platform as a Service (iPaaS)

Managed Print

Metadata Management

Network Access Control (NAC)

Network Function Virtualization (NFV)

Network Performance Monitoring

Relational Database Management Systems

Remote Support

Security Awareness Training

Solid State Drives

Static Application Security Testing (SAST)

Traffic Switching

Virtual Private Network (VPN)

VoIP Monitoring

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Business Card Scanning

Content Management

Digital Analytics

Email Management

Email Marketing

Marketing Automation

Marketing Resource Management

Presentation

Real-Time Interaction Management

Social Media Management

Survey & Forms Building

Video Streaming

Web Analytics

Webinar

Marketing

Business Caller ID

Project Management

Professional Services

Customer Relationship Management (CRM)

Lead Generation

Sales Email Tracking

Sales

Certificate Lifecycle Management

Security

Forestry

HIPAA Compliance

Home Health Care

Insurance Agency Management

Vertical-Specific

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CXUP is a platform designed to consolidate, organize, and manage clients' digital requirements from various channels. Its primary goal is to help businesses optimize their operations and enhance customer satisfaction by providing a unified platform for handling online sales, claims, requests, and other customer needs. According to the vendor, CXUP is suitable for businesses of all sizes, catering to customer service representatives, sales and marketing teams, e-commerce businesses, retailers, and service providers.

## Key Features

**Centralization**: According to the vendor, CXUP allows businesses to centralize clients' digital requirements from different channels onto a single platform. This feature provides businesses with a comprehensive view of customer interactions and requests, simplifying the management of multiple platforms and streamlining operations.

**Control**: The vendor claims that CXUP empowers businesses to maintain control over the status of customer requirements. The platform enables businesses to track the resolution status of each requirement, ensuring that no tasks are left unresolved. This feature enhances organizational efficiency and enables timely responses to customer needs.

**Assignment**: According to the vendor, CXUP facilitates the direct assignment of customer requirements to the responsible individuals or departments. By promptly assigning requirements, businesses can avoid delays and miscommunication with customers, streamlining workflows and ensuring appropriate handling of each requirement.

**Communication**: The vendor states that CXUP enables seamless communication with customers across different channels within a single platform. The platform provides a unified view of customer interactions, allowing businesses to personalize each requirement based on the customer's history. This feature enhances the customer experience and fosters stronger relationships.

**Integration**: According to the vendor, CXUP offers integration capabilities, including an API for Gmail, to connect email communications with the company's ERP system. By integrating email communications, businesses can digitize their communication process and maintain a centralized record of interactions. This feature improves efficiency and facilitates smooth conversations with customers.

**User Management**: The vendor claims that CXUP provides businesses with comprehensive user management capabilities. The platform allows businesses to track the progress of customer requirements, categorizing them as pending or closed. This feature provides a clear overview of customer interactions and ensures accountability in responding to requirements.

**Requirements Classification**: According to the vendor, CXUP enables businesses to categorize and prioritize customer requirements based on their type and urgency. Businesses can assign different types of requirements to the responsible individuals, specifying resolution times as needed. This feature helps businesses efficiently manage their workload and ensures prompt handling of critical requirements.

Appy Pie is a diversified no-code development platform. It offers app and web development, helpdesk support, chatbot building, design features, and integration that are helpful when starting, running, or growing a business.

Basic

Gold

Platinum

Appy Pie

ALVAO Service Desk

CXUP

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

Aureolab

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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Overview

What is CXUP?