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What problems are you trying to solve in your Customer Support Department?

Flowgear brings together support, CRM and ERP data so agents resolve issues quickly, customers stay happy and KPIs improve automatically.
Practical examples
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Practical Examples and Use Cases Where Flowgear Can Help Customer Support Departments

Ticket Management Automation
Omni‑channel ticket capture
Emails, chats, voice and social messages create tickets automatically, tagged with channel and customer priority, so nothing slips through the cracks.
Skill‑based routing
Flowgear directs tickets to agents whose profiles best match language, product or SLA level, improving first‑contact resolution.
Auto‑escalate near SLA breach
Approaching deadlines trigger alerts, bump priority and notify managers to keep service levels intact.
Unified Customer Data
Real‑time order lookup
Agents retrieve ERP order status without leaving the ticket, reducing handle time and improving customer satisfaction.
360 view in console
Flowgear pulls orders, invoices and marketing interactions into the ticket side panel, giving agents full context for faster solutions.
Feedback & Quality
CSAT survey automation
Ticket‑close events fire CSAT emails; results post to CRM and BI, enabling quick action on low scores.
NPS follow‑up tasks
Detractor scores create tasks for customer‑success managers, ensuring every negative response gets attention.
Agent Performance Analytics
Live KPI dashboard
Resolution time, backlog size and satisfaction scores stream to BI, letting supervisors coach in real time.
Knowledge Management
Auto‑suggest articles
Ticket context passes to the knowledge‑base API, surfacing the best article for both agent and customer self‑help.
Share data across the entire organization with a single source of truth
Real‑time data sync across platforms
Flowgear keeps every connected system in agreement, eliminating data silos and preventing version conflicts company‑wide.
Share Data Across The Entire Organization with a Single Source of Truth
  • Integrate with Internal Systems

    Integrate your customer support platforms with internal systems like CRM, ERP, and Finance to provide a complete view of customer interactions, order statuses, and payment details.

  • Integrate with Customer and Supplier Systems

    Seamlessly connect customer support systems with client platforms to manage inquiries, refunds, and support tickets efficiently.

Capture Data from Flat Files (Excel, CSV, PDF, etc.) in Real-Time with 100% Accuracy
  • Automate Manual Data Entry

    Capture financial data from flat files and transfer it directly to your financial systems.

  • Real-Time Processing

    Automatically process incoming flat files in real-time, allowing for faster financial reporting and reconciliation.

  • Error Elimination

    Automate the entire data capture process to eliminate human errors, ensuring consistent and accurate data across all systems.

Ticket Management Automation
  • Automate Ticket Creation

    Integrate your customer support platform (e.g., Zendesk, Freshdesk) with communication tools like email, chat, or social media to automatically generate tickets from customer interactions. This ensures no customer request is missed and tickets are accurately tracked.

  • Real-Time Ticket Updates

    Sync ticket statuses between support platforms and CRM systems, ensuring that support teams and customer-facing departments have real-time visibility into open issues, pending actions, and resolutions.

  • Prioritization and Escalation

    Automate the prioritization of support tickets based on predefined criteria (e.g., severity, SLA deadlines), and route them to the appropriate agents or teams for faster resolution.

Customer Data Integration
  • Unified Customer Profiles

    Integrate your CRM (e.g., Salesforce, HubSpot) with your support platform to create a single, unified view of each customer. Support agents can access customer purchase history, previous interactions, and account details without leaving their support tool, enabling faster and more informed responses.

  • Interaction History Sync

    Automatically sync customer interactions across phone, email, live chat, and social media to give support agents full visibility into past communications, ensuring personalized and context-rich customer service.

  • Automatic Contact Updates

    Integrate communication channels with your CRM to automatically update customer contact details and preferences based on their interactions with your support team.

Self-Service and Knowledge Base Integration
  • Automate Knowledge Base Updates

    Integrate your support platform with your knowledge base (e.g., Zendesk Guide, Confluence) to automatically update self-service articles based on ticket trends and customer inquiries. This keeps your knowledge base relevant and up-to-date.

  • Contextual Self-Service Suggestions

    Use customer interaction data to automatically suggest relevant self-service articles to customers when they submit tickets or inquiries, reducing the workload for support agents and improving resolution times.

  • Multichannel Self-Service

    Integrate your knowledge base with chatbots, messaging platforms, and your website to offer self-service options across multiple channels. This allows customers to resolve common issues without contacting support.

Live Chat and Omnichannel Support
  • Omnichannel Ticketing

    Integrate live chat, email, social media, and phone systems with your support platform to create a seamless omnichannel experience for customers. All interactions are logged in a central system, ensuring consistency regardless of the channel.

  • Live Chat Automation

    Integrate live chat tools (e.g., Intercom, Drift) with your CRM and support platform to automatically create tickets from chat sessions. Chatbots can handle common inquiries and escalate complex issues to human agents when necessary.

  • Unified Communication Management

    Connect all customer communication channels (e.g., Slack, WhatsApp, email) to your support platform, enabling agents to manage all interactions from a single interface, reducing response times and avoiding missed messages.

Service Level Agreement (SLA) Monitoring
  • Automate SLA Tracking

    Integrate your support platform with SLA management tools to automatically track response and resolution times. Flowgear ensures that support tickets are escalated if they approach SLA breach points, helping you maintain service quality.

  • Real-Time SLA Reporting

    Automatically generate reports on SLA compliance by integrating support systems with reporting tools like Power BI or Tableau. This provides insights into ticket resolution times, agent performance, and areas for improvement.

Customer Feedback and Surveys
  • Automate Feedback Collection

    Integrate your support platform with survey tools (e.g., SurveyMonkey, Typeform) to automatically send customer satisfaction surveys (CSAT) after tickets are closed. Responses are logged in your CRM or support platform for ongoing performance analysis.

  • Feedback Loop Automation

    Automate the follow-up process for dissatisfied customers by triggering actions based on negative survey responses, such as routing the ticket to a manager or sending an apology email. This helps address issues quickly and improves customer retention.

  • NPS Tracking

    Integrate Net Promoter Score (NPS) tools with your support platform to automatically track customer loyalty based on their support experiences. Flowgear can simplify the calculation and reporting of NPS scores, providing insights into customer sentiment over time.

Agent Performance and Analytics
  • Agent Performance Dashboards

    Integrate your support platform with business intelligence tools to create real-time dashboards that track key performance indicators (KPIs) like resolution time, ticket volume, and customer satisfaction. This provides management with insights to optimize agent performance.

  • Ticket Resolution Insights

    Automatically generate reports on ticket resolution trends, identifying common issues, peak periods, and bottlenecks in the support process. This helps improve workflows and resource allocation.

  • Agent Skill-Based Routing

    Automate ticket assignments based on agent expertise and past performance by integrating skill-based routing tools with your support platform, ensuring the most qualified agents handle tickets.

Integration with eCommerce Platforms
  • Order and Shipment Inquiries

    Integrate your eCommerce platform (e.g., Shopify, Magento) with your support platform to automatically pull order and shipment details when customers request queries. This gives agents instant access to the information they need to resolve issues quickly.

  • Return and Refund Processing

    Automate handling returns and refunds by integrating your eCommerce platform with support systems. Tickets related to returns can trigger automatic refund workflows, keeping customers informed and speeding up the process.

Compliance and Security
  • GDPR and Data Privacy Automation

    Automate customer data requests (e.g., data deletion or export requests) by integrating your support platform with data privacy management tools. This ensures compliance with regulations like GDPR and reduces manual effort.

  • Audit Trail Creation

    Integrate support tools with auditing software to automatically create and maintain audit trails of customer interactions and ticket resolutions. This helps with regulatory compliance and internal audits.

Ready to automate your workflows?

Strengthen financial controls, ensure compliance, and enhance decision-making through timely, data-driven insights into your company’s financial health and operational efficiency.

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Integrate with Leading Customer Support Tools

Flowgear connects with popular Customer Support systems, allowing you to streamline data flow and automate processes.
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