Support, Delight & Create Customers For Life
Streamline Customer Conversation
Seamlessly connect your touch points and allow your customers to pick up where they left off on one channel and continue the experience on another.
Automate Support
With power of our workflow automation platform, you will reduce your customer support costs and lower your response times.
Manage SLA & Escalation
Never miss your defined response times with Kiva.Desk's included SLA management and tracking system.
Track Customer Satisfaction
Use our automated online survey tools to track your NPS score and the state of your customer happiness.
Build Knowledge Base
Document and share knowledge across your internal teams and for your customers. Provide comprehensive documentation to avoid your team being overloaded.
Collaborate with Your Team
Easy and quick internal communication using comments with mentions, assigning tasks, automated notificaitons and assignments.
Communication Channels
- Web Forms
- Phone w/CTI Integrations
- Public Social Feeds*
- Social Chat Integrations*
- App Store Integrations*
Ticket Management
- Multiple Share Team Inbox
- Shared Drafts
- Merge Tickets
- File Attachments
- Comments & Mentions
- Tags & Labels
- Canned Responses
- Followers
- Convert to Task
- Time Tracking
Automated Support
- Shared Email - Team Assignments
- Customer Account Assignments
- SLA Assignment by Account
- SLA Level Assignment by Category
- Rule Based Assignment Engine*
- Automated Canned Responses*
SLA Management
- SLA Work Hours Management
- Escalation Tresholds & Alerts
- Automated SLA Breach Alerts
- Custom SLA Level Assignment Rules
- SLA Work Hours Management
- Rule Based Escalation Engine
-
Action, Resolution &
Escalation Tresholds - Multiple SLA Contract Management
Knowledge Base & Documentation
- Block Based WYSIWYG Editor
- Tags & Labels
- Unlimited Hierarchy
- Comments & Mentions
- Markdown Support*
- Keyword Search
- Rich Embeds*
- PDF Export
- Collaborative Document Creation*
Contact Management
- Manage Organizations
- Import From Phone Contacts
- Manage Contacts
- Import From Gmail Contacts*
- Batch Updates
- Import From Outlook Contacts*
- 360° Organization View
- Send Emails
- 360° Contact View
