Automated case management for your CX support team

Stay on top of customer cases by automating processes and empowering employees to take action.

Close the loop

Resolving a negative experience is critical, but CX leaders know that closing the loop with customers has the power to transform detractors into loyal brand ambassadors.

LiaCX action campaign technology includes built-in task automation, so you can assign, track and verify completion of tasks, ensuring that issues are resolved, frontline staff are closing the loop and customers are delighted.

Put out flames before they turn into fire

Triggers

Quickly alert team members via email when a specific outcome occurs. Receive notifications on overall scores, answers to specific questions and sentiment. Send relevant information to an individual or group with an attached PDF for reference.

Case management

Automate a customer workflow that can be assigned to a specific user with a set due date. Provide information on why it’s been generated, what action is required and include the original record so responders are able to improve customer sentiment and close the loop.

Triggers and case management

Sometimes you need more than one option in order to properly manage an action item. Create a customer workflow for the individual responsible for taking action, then also setup email notifications for any interested parties monitoring the situation.

Case Management

Easily manage your customers unpredictability

Better control over customer case management

Automate both simple and complex customer service processes.

Better leverage promoters

Automate follow-up activities after customers provide feedback, and encourage positive reviews.

Get the insights you need

Find and address problems before they escalate.

Automate notifications for optimal performance

Respond to customers in real-time

Automatically notify the CX support team when feedback is received by setting up triggers based on the program you choose and conditions you’re monitoring, like specific scores or question responses.

Stay informed on ticket status

Receive alerts across devices when a customer problem has been created and actioned with details of the issue, such as assignee, identified timeframe for solution, comments on the issue, and when any due dates are missed.

Mitigate high-risk situations

Escalate problems to the right person based on automated rules and scenarios. Leave comments on or add photos to a specific issue to provide more detail.

Automated case management notification on mobile

Top rated customer experience software

Ready to see LiaCX in action?