Name: iService
Author: One-to-One Service.com

Help Desk

Web and Video Conferencing

Customer Support

Accessibility Testing

Automation Testing

Version Control

Development

Virtual Classroom

Education

AI Document Creation

Business Intelligence (BI)

Calendar

Collaboration

IP PBX

Knowledge Management

Enterprise

Accounting

Budgeting and Forecasting

Financial Planning and Analysis (FP&A)

Financial Research

Financial Risk Management

Trust Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Job Board

Payroll

Talent Intelligence

Talent Management

Time Tracking

Workforce Analytics

Workforce Management

Human Resources

.Net Development

Cloud Storage

Container Security

Deception Technology

Embedded Database

Event Monitoring

Fraud Detection

IT Professional Services

IT Service Providers

Integration Platform as a Service (iPaaS)

Load Testing

Machine Identity Management

Network Diagnostics

Network Performance Monitoring

Office Migration and Repair

Rack Servers

Runtime Application Self-Protection

Service Desk Outsourcing

Telecom Expense Management (TEM)

User Activity Monitoring

Value Stream Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Community

Content Management

Digital Experience Intelligence

Email Marketing

Influencer Marketing

Market Research

Marketing Automation

Mobile Analytics

Social Media Management

Survey & Forms Building

Usability Testing

Web Analytics

Wholesale Marketplace

Marketing

Project Management

Professional Services

AI Sales Agent

Customer Relationship Management (CRM)

Sales

Application Security

Cloud Security Posture Management

Identity Threat Detection & Response Software

Security

Estate Planning

Geographic Information

Tour Operator

Vertical-Specific

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iService, developed by One-to-One Service.com, Inc., is an enterprise customer service and marketing software solution. According to the vendor, this platform is designed to assist businesses in efficiently managing customer inquiries, capturing interaction history, providing self-help resources, and integrating email marketing capabilities. The software is suitable for companies of various sizes, ranging from small businesses to large corporations. It caters to a wide range of professions and industries, including customer service representatives, marketing professionals, sales teams, IT departments, and the retail industry.

**Email Inquiry Management**: According to the vendor, iService offers a centralized platform to manage and track customer emails, enabling businesses to efficiently handle high volume customer email inquiries. Users can assign, categorize, and prioritize email inquiries for streamlined workflow. The system also captures a complete history of every customer interaction for reference.

**Ticketing and Notifications**: iService provides a ticketing system to manage and track customer inquiries and requests. Users can create, assign, and track tickets to ensure timely resolution. Automated notifications can be set up to keep customers informed about the status of their tickets. The system provides a dashboard for easy monitoring of ticket status and performance metrics.

**Secure Messaging**: The vendor states that iService includes secure messaging capabilities, allowing confidential communication with customers. Users can exchange sensitive information securely within the platform, ensuring data privacy and compliance with security regulations.

**Live Chat**: iService offers live chat functionality for real-time customer support. Users can engage with customers through chat windows on their website. Chat transcripts are captured and stored for future reference. The system provides features like chat routing and canned responses for efficient communication.

**Outbound Email Marketing**: According to the vendor, iService includes integrated email marketing capabilities for targeted customer communication. Users can create and send personalized email campaigns to engage with their customer base. The system provides tools for list segmentation, email templates, and campaign tracking, allowing users to measure the effectiveness of their email marketing efforts.

**Self-Help Web Portal**: iService provides a self-help web portal for customers to find answers to common questions. Users can create a knowledge base with articles, FAQs, and tutorials. The portal allows customers to search for information and troubleshoot issues on their own. The system tracks customer self-help activity to identify areas for improvement.

**Analytics and Reporting**: The vendor claims that iService offers robust analytics and reporting features, providing insights into customer interactions and email marketing campaigns. Users can measure the effectiveness of their efforts, track key performance metrics, and make data-driven decisions to enhance customer service and marketing strategies.

**Integration Capabilities**: According to the vendor, iService seamlessly integrates with other business systems and applications, enabling smooth data flow and enhanced efficiency. Users can connect iService with CRM platforms, help desk software, and other tools to streamline processes and improve overall productivity.

**Mobile Access**: The vendor states that iService provides mobile access, allowing users to manage customer inquiries and access key features on the go. With a mobile-friendly interface, users can stay connected and provide timely customer support from anywhere, anytime.

**Customization and Branding**: iService offers customization and branding options, allowing businesses to tailor the software to their specific needs and maintain a consistent brand experience. Users can customize the interface, ticket forms, and email templates to align with their brand identity and provide a personalized customer experience.

365Ticketing

Founded in 2003, Vivantio is a provider of customer service optimization software and solutions for B2B service teams. By combining enterprise-level software with the flexibility of a cloud-based solution, Vivantio provides a unified service management platform. The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service.

Vivantio

iService

Help desk software provides a centralized system for managing customer and employee support requests. It streamlines communication and ticket management, enabling support teams to resolve issues much more efficiently. In addition, Help desk platforms offer features such as automation, self-service portals, and advanced analytics to optimize the support workflow and enhance user satisfaction. Explore different help desk software products by reading our user reviews and comparing features to find the best fit for your team.

One-to-One Service.com

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.

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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Overview

What is iService?