Name: Eptica
Price: 2000 USD
Author: Eptica

Help Desk

Web and Video Conferencing

Customer Support

AI Chatbot

Help Authoring

No-Code Development

Software Configuration Management

Development

Admissions and Enrollment

Education

Business Intelligence (BI)

Collaboration

Corporate Social Responsibility (CSR)

Enterprise

Accounting

Accounting and Tax Services

Cash Flow Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Scheduling

Freelance Management

HR Management

Payroll

Recruitment Marketing

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

.Net Development

Application Delivery Controllers (ADC)

Build Automation

Cloud Storage

Database Management

Digital Experience Monitoring (DEM)

Disaster Recovery

Disk Cloning

Fraud Detection

IT Service Providers

Integration Platform as a Service (iPaaS)

Low-Code Development

Network Performance Monitoring

Object Storage

Server Virtualization

User Activity Monitoring

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Call Tracking

Click Fraud

Contact Center

Content Management

Cross-Channel Campaign Management

Customer Data

Email Marketing

Event Management

Marketing Automation

Social Media Management

Survey & Forms Building

Web Analytics

Website Builder

Marketing

Project Management

Professional Services

Construction CRM

Customer Relationship Management (CRM)

Sales

API Security

Security Orchestration, Automation and Response (SOAR)

Security

Catering

Computer-Aided Manufacturing (CAM)

Fleet Maintenance

Hotel Management

Insurance Underwriting and Rating

Interior Design

Last Mile Delivery

Lease Management

Legal Case Management

Moving Software

Plagiarism Checker

Public Transportation

Retail Management

Vertical-Specific

medium

large

small

Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.

Starter Suite

Professional

Unlimited

Unlimited+

Salesforce Service Cloud

Incident and problem management

Self Help Community

Multi-Channel Help

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

External knowledge base

Internal knowledge base

Customer portal

Social integration

Email support

Help Desk CRM integration

Automated responses

Attachments/Screencasts

SLA management

Forums

Q and A

Surveys/polls

Live help chat

Phone support

Call scripting

Salesforce

Zendesk Suite

Likelihood to Recommend

Likelihood to Renew

Availability

Performance

Usability

Support Rating

Online Training

In-Person Training

Implementation Rating

Configurability

Zendesk

Intercom

Product Scalability

Freshdesk

Ease of integration

Vendor pre-sale

Vendor post-sale

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Social Data Collection

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Social Analytics & Insight

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Social Publishing

Engagement{{#product}} with {{shortName}}{{/product}}

Social Engagement

Contract Terms and Pricing Model

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Eptica is a multi-channel customer support platform including web self-service, social customer service, email management, and chat.

Eptica

Top Rated 2023

Intercom creates modern Customer Service software that aims to redefine how businesses support their customers. The platform connects businesses directly to customers using powerful messaging and automation. According to the vendor, Intercom enables teams to scale support without investing more resources - leading to happier customers and more efficient support teams.

The Early Stage program

Proactive Support Plus add-on

Expert

Advanced

Essential

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.

Eptica is a global provider of multichannel customer interaction software, including Web Self-service, Social Customer Service, Email Management, Chat, Fax-Letter- SMS and Knowledge management for Customer Service. Available on premise or SaaS, Eptica software enables website and customer service channels to improve quality of service, resolve enquiries faster, reduce costs and maximize every sales opportunity. Today more than 400 customers, including some of the world’s largest brands, in 15 countries, use Eptica solutions to deliver excellent customer service at much lower cost. Eptica’s customers include: Dixons, Domestic &amp; General, Haven Holidays, TUI, Debenhams, Virgin Holidays, Capita and Ageas Insurance Solutions.
 
Eptica is based in the UK, France, Spain and Singapore and operates worldwide through its network of partners. The company’s continuing innovation and strong performance resulted in Eptica’s inclusion in Gartner’s 2012, 2011 and 2010 Magic Quadrants for Web Customer Service.

Streamlining ticketing and service restoration processes

Prioritize tickets to ensure most urgent are tackled first

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

Users subscribe to notifications for ticket updates

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.

Users and agents can easily enter new support requests.

Agents can easily follow up with customers.

Common requests can automatically trigger a standard response.

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

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

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

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

Customers can self-service by searching through help articles.

Internal knowledge base helps agents answer customers' support questions.

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

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

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

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

Customers can get support from agents over the phone.

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

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

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

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

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

Reviews

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

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Help Desk Software

Deployment Types	Software as a Service (SaaS), Cloud, or Web-Based
Operating Systems	Unspecified
Mobile Application	No

Eptica

Overview

What is Eptica?

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Pricing

Eptica

$2,000

Entry-level set up fee?

Offerings

Product Details

What is Eptica?

Eptica Technical Details

Comparisons

Compare with

Salesforce Service Cloud

Zendesk Suite

Intercom

Freshdesk

ConnectWise PSA

Spiceworks Help Desk

Oracle Fusion Service

LiveAgent

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