Everything you need to create outstanding customer experiences.
Better Customer Relationships Create Customer For Life
SEE EVERY ISSUE AT A GLANCE
Empower your agents to be more productive with a powerful, efficient console. Our service console analyzes SLA information, along with case priority and severity, to intelligently prioritise each and every inquiry. Measure and monitor first response SLA and ensure customers SLA requirements are met with Sugar Serve.
DEFLECT SUPPORT CALLS
Help your customers help themselves. Sugar’s self-service portal and knowledge base allow users to quickly solve common problems. Your customers will get the answers they need, while you minimise costs and avoid support calls.
Multi-channel Marketing Made Simple
Sugar Market allows you to connect and engage with your customers - wherever they happen to be. With inbound and outbound email marketing tools, social media management capabilities, and even adword management tools, Sugar Market has you covered for all of your marketing automation needs in one simple to use cloud solution.
ROUTE CASES INTELLIGENTLY
Have inbound customer service requests automatically routed to the right person. Whether you need to escalate a case or reassign it when too much time has passed, SugarBPM™ ensures no customer gets left behind.
Sales Automation For Subscription/Renewal Businesses
Sugar Market is pre-integrated to the leading sales automation solutions, including Sugar Sell. That means you can track your prospect and customer behaviors across the entire customer lifecycle, leading to more timely handoffs to sales and the ability to discover repeat business opportunities to drive even greater revenue per customer.
UNDERSTAND AND MONITOR SUPPORT PERFORMANCE
With time-aware case tracking, reports, and dashboards, you’ll understand problem areas long before they become full-blown issues. Quickly uncover which types of cases require the most attention and gain valuable insight into trends and time-to-respond.
Sugar Serve offers a complete customer service and sales solution, delivered on Sugar Cloud, and includes the following features:
- Service Console – A unified interface that empowers agents to be more productive and better know every customer with whom they engage
- Case Management – Manage inbound customer issues across multiple channels and insure service level agreements are met
- SLA Management – Automatically calculate and measure your support organisation against even the most complex service-level agreements, including managing against multi-region business centres and related business hours.
- Case Routing – Out of the box business rules for effectively routing inbound cases, including time-based re-assignment and escalations—all powered by SugarBPM
- Self-Service – Help your customers help themselves. Sugar’s self-service portal and knowledge base allows for users to quickly solve common problems—driving satisfaction and defraying customer support costs.
- Reporting and Analytics – Pre-packaged reports and dashboards give support centre managers deeper insights into the metrics that matter when driving a differentiated and superior customer experience