InstantKB can monitor any number of Facebook accounts and convert private messages or public comments posted to any of your Facebook brand pages into support tickets your agents can act upon. Better yet support agents can respond to all Facebook messages right from the ticket within InstantKB. Agents don't need to navigate away or login to Facebook to help customers. All automation features within InstantKB can be applied against inbound questions from Facebook to automatically assign & route messages to the right support agents.
InstantKB can monitor any number of twitter accounts and convert direct messages and @mentions for those accounts into support tickets your agents can act upon. Better yet your agents can respond to all DM's and @mention right from the ticket within InstantKB. Agents don't need to navigate away or login to twitter to help customers. All automation features within InstantKB can be applied against inbound questions from twitter to automatically assign & route messages to the right support agents.
InstantKB integrates with Olark right out of the box to enable you to easily add real time live chat support to your InstantKB support pages. All chat conversations are automatically converted into InstantKB support tickets and associated with the contact. A full transcript of the chat conversation is also automatically added to the ticket generated for the chat.
InstantKB integrates with Twilio to let support agents make and receive phone calls from within the InstantKB Agent Control Panel. When a call is made or received a new ticket is automatically created for the call which is related to the caller or contact your calling. Agents can add notes during calls and once the call ends the ticket is updated with any unsaved notes and the time spent on the call is added to the ticket. Better yet all customer information is displayed whenever you call a customer or the moment a customer calls you.
InstantKB lets your customers also submit new support tickets via the self service support portal. As customers compose support tickets via the support portal InstantKB will search your knowledgebase and suggest articles that may help the customer right away so they don't need to contact support. As an administrator you can control the visibility of this option or completely customize the form used by customers to submit new support tickets.