ELMA365 Service

Main article: IT Service Management (ITSM)

2023

Customize the operator single window interface and add tools to work with SLA

ELMA spoke on August 2, 2023 about summer updates in the ELMA365 Service product. In the summer release, the focus is on the adaptability of the solution for business tasks. To do this, the operator's single window interface was customized - now the session side menu is easily adjusted with widgets, functionality has been created to fill in service schedules and operator work schedules, tools for working with SLA have been added, updates have been announced in the Client Service solution and the Service Desk 2.0 business solution has been announced.

The interface of the single operator window has been developed - on the sidebar of the session on the right, you can display any information necessary for the operator to work using the designer and a set of ready-made widgets. To customize the side menu, the Administrator needs to go to Session Settings → Form Settings: he will be offered a list of ready-made attributes, as well as functionality to add his own using the TS SDK.

Thanks to the changes, operators can significantly improve performance and reduce query resolution time. For example, operators can now exchange messages within a session using the Object Ribbon widget, which allows you to effectively communicate and resolve cases without having to leave a single operator window. A separate "Related Tasks" widget can be used to set tasks for internal employees and track tasks related to a specific session. 

Service standards, namely, routine indicators that need to be monitored in order to comply with the deadlines for resolving requests, were previously part of the ELMA365 Service platform. Now SLAs will be taken out inside the session, so that operators, using special indicators of reaction time and response, can more control the timing.

For each SLA level, the following data can be specified: response time (m) - the actual time from the moment the case was created before it was taken into operation, response time (m) - the actual time of the operator's response to each subsequent client message, routine decision time (m) - the reference value that is normative for handling the case.

The second part of the SLA is the addition of a Maintenance Schedule. It will be possible to link their work schedule to sessions and operators. Thus, the service schedule is now mapped to SLAs, allowing for more accurate tracking of individual metrics and operator performance, as well as more accurate configuration of case routing and distribution.

The LiveChat correspondence widget allows you to embed a chat window on the site and communicate on the principle of any other channel connected to the platform. LiveChat is the development of the ELMA365 Service, which is included in the delivery and does not require additional licensing.  The updated version of LiveChat implements the functionality of saving correspondence within the framework of an authorization session. Users can return to the query and dialog after refreshing the page. The history of communication with the client is saved and the client does not need to create new requests over and over again, write the text again.

There is a setting for triggering events when the specified conditions occur. For example, when you go to different pages of a site, you can show different messages, thereby placing marketing triggers, increasing conversion to targeted actions. LiveChat allows you to collect marketing data and throw utm tags into the customer's card.

The chat dialog box on the site now opens automatically, signaling to users that support is ready to answer questions and help the client. The LiveChat interface has added the ability to display buttons configured in ELMA Bot.

End-to-end authorization has been added - the system recognizes the user by authorization data on the portal or in the ELMA365 Service personal account, and does not require re-authorization in LiveChat.

Customer Service - Updated ELMA365 Service business solution to support and support customers in B2B and B2C segments. The solution is designed to ensure that all interfaces, pre-configured business processes and virtual assistants help ensure a high level of service for the company's customers. Separate work was carried out on the pages of reports and graphs. This page displays a summary of the number of calls for each status and service, as well as the implementation of SLA standards for all calls in the context of each service and each company product. On the Lines tab, you can generate reports on the average speed of operators and a list of active sessions for the selected operator. Reports in this version allow you to view the workload of employees in a convenient format - to fall into detail and look at analytics in the context of specific errors and critical metrics for processing requests, for example, to see the number of requests in work for which SLA standards are violated. 

Since the beginning of 2023, the vector of development of the ELMA365 Service platform has not changed - we are working on the adaptability of the product to solve non-standard requests from enterprise segment companies. Low-code provides a wide range of opportunities to create customized solutions, and as a vendor, we are working to ensure that the product allows our partners and customers to easily implement their ideas to improve the efficiency of external and internal service processes. said Natalia Dolzhenkova, Product Owner ELMA365 Service.

Upgrade with complex routing rules implemented

On May 16, 2023, ELMA spoke about spring updates in the ELMA365 Service product. All 3 components of the platform for high-quality service have been modernized: complex routing rules, blacklists, operator statuses have been implemented, the Client Service solution has been released, ELMA bot has been updated - on-prem version and multilingualism are available.

ELMA365 Service

According to the company, now the platform has implemented the creation of complex rules for routing calls using the "Attribute-Operator-Value" construction, where 13 attributes and 6 predefined actions are available. Due to the number of variable conditions for the distribution of cases, there can be an unlimited number. In addition, the if-then chain can be made more complex by combining several rules into a group. It is important that if no condition has met among the rules, then the default rule "distribution to all operators" always works - no session will remain "abandoned."

In order to make the operator's workplace even more adaptive for the specifics of the business, the essence of the session was rebuilt - now this is an application in the ELMA365 system. This means that it, like any other application, can be configured and customized using a set of attributes and widgets. Both system attributes and the ability to customize your own have appeared in the session settings. You can work with custom attributes using business processes or through the TS SDK.

For customers with ELMA365 Service licenses, the operator and supervisor have the opportunity to choose the status of work: online and offline. Online status allows you to the operator to perform the usual actions. When the status changes to offline, session actions are not available, metric counters stop, and the operator does not participate in the case distribution system. Statuses allow you to have truthful analytics on the speed of query resolution and more accurately monitor performance operators.

When working with the session, it became possible to block a contact or domain and set the blocking time. This allows you to systematically approach the lock spam in inbox, free operator time from unnecessary work and have reliable SLA indicators. The operator and supervisor in the session detail appears an additional action "Mark as spam." When you change the status of a session to "Spam," working with it is not available, and the metrics counters on it are turned off. It is possible to return the session from spam.

boat A choice has appeared in the settings. English This setting affects the recognition of intentions, the optimal model is automatically selected for the language; data input and output format, in particular calendar dates and times; automatic bot replicas and clarifying phrases. In addition to English, on-prem has experimental support for other languages. the European the Asian Some languages are also present recognitions , intent functions and a conversational knowledge base are available.

The analytics tools in the bot have also expanded: now in the Dialogs section you can view diagnostic information on the dialogue with the bot: which triggers worked and which script started, which buttons were offered by the bot and what the client chose, how the intention recognition went and what errors occurred. An API has been added to automatically analyze user behavior and export data to external systems, such as BI.

ELMA365 Client service is a solution for supporting and maintaining customers in B2B and B2C segments. The solution helps not to think about the mechanics of actions, but to work on the result of structured processes: typing, routing and processing requests, flexible sales and post-sales processes. The system is designed in such a way that it itself prompts the next steps, freeing up the time of client service employees for efficient work.

Attention is paid to customer self-service tools: chat bots, correspondence widgets, external portal, and SLA metrics - service standards of each customer group. An updated Knowledge Base with layout tools and reactions is presented.

Personalization, operator efficiency and adaptability are three vectors of product development for 2023. We have implemented several large features to optimize the efficiency of both the operators themselves and the process of processing calls. told Natalia Dolzhenkova, product owner ELMA365 Service

End-to-end communications multiplied by business process automation

How do I build my company's business automation processes to fully meet today's high requirements for flexibility and adaptability to changing conditions, as well as the speed of change required? ELMA has proposed its ELMA365 Service approach based on the idea of ​ ​ servicing users of various types. Read more here.

Creating a widget for correspondence

On February 21, 2023, ELMA announced updates to the ELMA365 Service product. The updated version of the product added TypeScript SDK (TS SDK) methods for working with sessions from business processes, reconstructed the "line notification" function, created a correspondence widget that is embedded in any user portal.

ELMA365 Service

As reported, the TypeScript SDK is a library for working with the system from user scripts. Ready-made scenarios give the user of the ELMA365 system the ability to customize the necessary functionality to meet the requirements of the company. For February 2023, the ELMA365 Service solution implements TS SDK methods that open up many scenarios for working with sessions directly from business processes:

• assigning/reassigning a session to an operator;
• Assign/reassign a session to an attendant group
• closing the session;
• transferring the session to a bot;
• Change related application elements
• retrieving session client information.

A set of methods will allow, for example, to implement the function of mass closing of sessions by any criterion. Or, if you change the status of a linked application, transfer the session to another operator group. All this gives users systems great variability and speed in the implementation of solutions for business needs.

The ELMA365 platform implements a function that allows you to send notifications to the tape that the case has been accepted for work or transferred to an adjacent department. In the business process designer, the unit was previously responsible for functionality "Alerts." In this release, for the convenience of users, the block was reconstructed and divided into two separate graphic elements in the designer: "Response message to line" and "Initiative message to line."

The "Reply to line" Block is responsible for the classic scenario of sending system notifications to an open session, for example, if you need to notify the client to the messenger about the timing of the decision and the status of the appeal. The "Unsolicited message to line" block allows you to send messages to clients from line to messengers without binding to a specific active session. Such a scenario is convenient in that it allows you to make mass mailings or notifications of users from any stage of the business process. In this case, sessions will be created automatically, but will not be shown in the line interface at the operator, so as not to clog the list of sessions and distract from current calls.

The correspondence widget is the point of communication between the operator and external users. Now companies have the opportunity to build communication with customers not only in instant messengers or directly inside the system, but also on external portals and sites. Operators can receive messages from customers or employees from any external Web source without additional settings. The widget is part of the ELMA365 Service system solution, so it does not require additional purchases.

When creating a widget in the visual designer, you can customize its appearance, set a welcome message, set what data the user will need to enter during authorization, if necessary, specify links to personal data processing policies. You can also set up field validation checks (from the next release you can also pull up authorization data from external sources).

The widget is added to the site by copying and adding automatically generated code. LiveChat can itself act as a communication channel or can be a visual interface of a channel in Telegram or another messenger. All messages written by users through the widget will fall into a single operator window, where he communicates with all users and from other channels. In this case, all available data that the client will leave when interacting with the widget will immediately be reflected in the client card 360.

Comprehensive work with communication channels, including thanks to the updated widget, ensures seamless communication for the client. The user selects a convenient channel for communication with the company and has the opportunity to continue communication anywhere else, while the entire correspondence history and context is preserved. told Natalia Dolzhenkova, product owner ELMA365 Service

2022: ELMA365 Service Presentation

On November 9, 2022, ELMA introduced the ELMA365 Service platform for organizing services to customers, partners and employees. The solution contains a complete set of tools for building communication, automating tasks and standardizing a wide variety of processes necessary for the operation of any business.

The key block of the platform is responsible for omnichannel interaction. Thanks to it, companies will be able not only to maintain communication with customers and employees in many messengers, but also seamlessly, without losing the thread of interaction even when moving from channel to channel and long interruptions in dialogues, over and over again bring communication to a result.

In addition to the built-up communication, the platform allows you to standardize and regulate internal business processes, and replicate processes built in a single logic to other departments. For example, by implementing ready-made Service Desk case management solutions, companies will be able to easily increase functionality in the future by adding solutions for working with customers, leads, equipment. This approach of modular addition of additional features and capabilities to a single IT system helps companies avoid wasting resources on complex integrations and support of different systems.

The functionality of ELMA365 Service can be expanded by choosing ready-made industry business solutions: for retailers, banks, insurance and IT companies, common service centers, production companies and companies with a branch structure.

The ELMA365 Service platform is aimed at medium and large businesses, and the number of users of the system is not limited by its technical capabilities. The low-code architecture of the platform makes it more flexible and adaptive to the business logic of different companies, so that you can quickly design and implement your own solutions without involving developers or use ready-made solutions.

Communicating with our customers and customers, deeply analyzing their needs on the way to quality service, we decided to make a ELMA365 Service solution that can fully serve the processes of internal service, unload employees of technical departments, accounting, AXO, HR and others, increase conversion to sale, increase the LTV and NPS of clients and build a high-level service at each point of contact with the client, an employee and partner, "said Natalia Dolzhenkova, Product Owner ELMA365 Service.