Support Operations Unified:
Fast, Consistent, and Connected
Operational Tracking & Management
Gain full visibility into your support pipeline—from new tickets to resolution.- Track tickets by status (open, pending, escalated, resolved, or closed).
- Link support cases directly to customer records and service plans.
- Centralize communication to eliminate confusion and reduce follow-up delays.
- Maintain complete visibility into performance and accountability.
Automation & Efficiency
Let your support systems work even when your team is offline.
- Auto-assign tickets by product, priority, or region.
- Trigger escalation workflows based on SLAs or issue type.
- Automate updates, alerts, and customer notifications.
- Create consistent resolution paths that minimize manual effort.
User Control & Enablement
Give your team the tools and insights they need to resolve issues faster.
- Assign ownership dynamically and ensure handoffs are always clear.
- Control data access with role-based permissions.
- Build dashboards for agents, team leads, and managers.
- Onboard new support reps faster with guided playbooks and templates.
Interested in automating your ticketing and escalation processes?
Support Capabilities We Help You Design & Deploy
We help your team implement and optimize the foundational elements that enable world-class support—from strategy to execution: Want to see how we can tailor these capabilities for your support team?
Connect your support, success, and onboarding teams under one cohesive system. Unified data ensures every agent has context from marketing, sales, and operations—resulting in faster resolutions and better customer experiences.
Centralize all incoming requests across channels for structured intake, triage, and response. Ensure no issue slips through the cracks while optimizing team workload.
Empower customers and agents with searchable, consistent help content to reduce ticket volume and boost satisfaction.
Use AI to assist with repetitive inquiries, suggest solutions, summarize cases, and surface insights—so your team can focus on complex issues.
Define workflows for ticket routing, prioritization, and escalation to maintain consistency and control.
Manage chat, email, forms, and social messages within shared team inboxes. Collaborate without switching tools and maintain complete visibility.
Set service-level expectations and automate workflows to uphold them. Escalate automatically when response or resolution targets are at risk.
Design support tiers linked to contracts or subscription levels, ensuring each customer receives the right level of care.
Capture customer satisfaction (CSAT), effort (CES), and loyalty (NPS) in real time. Use insights to improve service and close the feedback loop.
Monitor ticket velocity, response times, SLA compliance, team performance, and satisfaction—all in one dashboard.
Partner with our experts to identify gaps, optimize your support model, and strengthen alignment across teams.
Redesign workflows to remove friction, reduce response times, and improve agent performance. Equip teams with the training and documentation needed for consistent execution.
Reporting & Support Intelligence
Lead your team with data-backed insights that drive clarity and accountability.
- Track ticket volume, status, and escalation trends.
- Monitor response and resolution times across agents and teams.
- Evaluate SLA performance and identify areas for improvement.
- Analyze customer satisfaction and feedback in real time.
- Report on trends by product, region, or issue type to drive strategic improvements.
Ready to gain visibility into what’s really happening in your support operations?
Connected Across the Customer Journey & Tech Stack
Support doesn’t stand alone—it’s the bridge that connects every stage of your customer experience. Processology ensures your support operations stay unified with the rest of your organization’s ecosystem:
Marketing
Use feedback loops from support interactions to refine messaging and reduce confusion during acquisition.
Sales
Provide full visibility into customer history and expectations for smoother handoffs post-sale.
Onboarding
Track new customer experiences, address friction points, and ensure proactive issue resolution from day one.
Customer Success
Share insights to help success teams maintain strong, long-term relationships.
Programs & Applications
Manage incoming service or program-related tickets with the same precision used for customers.
Grants Management
Track post-award obligations and fulfillment issues using the same operational visibility.
Data & Operations
Connect support metrics with operational dashboards for forecasting and capacity planning.
Leadership & Strategy
Provide executives with real-time performance insights for data-driven decisions.
Calling Platforms
(HubSpot Native, Aircall, Zoom, Twilio) Integrate call logs and communications directly into your service records for complete visibility.