bpm’online service REVIEW

Service Desk Software

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USER SATISFACTION 100%
OUR SCORE 8.6

What is bpm’online service?

bpm’online service is one of the newest additions to this popular productivity suite, designed as a modern, omnichannel service desk platform, and offered in 2 editions: Customer Center for small companies looking to manage omnichannel communication; and Service Enterprise for medium/large businesses looking to deliver proficient, top-quality service. The service platform is hosted in the cloud, and offers an array of premade, out-of-the-box solutions that help obtain customer care excellence.

The compact suite assists service agents by providing them with a single, comprehensive environment where they can manage all cases and requests, and handle case queues in a prompt and timely manner regardless of the number of communication channels (phone, chat, email, social networks, dedicated customer portals, and more). In order to facilitate contact imports, bpm’online service synchronizes with leading MS and Google applications, as well as a number of prominent email providers and PBX and telephony services. What you will also like about it is its flexible pricing scheme (packages start as low as $35/month), and the intuitive and engaging interface that doesn’t take time to learn.

Overview of bpm’online service Benefits

Why use bpm’online service? The system brings customer care to perfection with a variety of advanced features and best industry practices, introducing at the same time a more personalized approach to core service operations. The system works in synergy with the company’s CRM and sales bundle, and can thus be applied to control the complete customer life-cycle. Here are the main benefits commonly associated with using bpm’online service:

Customer center benefits:

360-degree customer view

bpm’online service allows you to gather all contacts under the same roof, and track their contact data and interaction history. The dedicated customer profiles will cover phone numbers, email correspondence, relationship structures, social media profiles, and complete service history. With this system, you will also be able to automate data enrichment, and identify additional contact information coming from various external sources (social profiles in particular). Another smart function of bpm’online service is customer segmentation, which is again performed with minimal effort by your side.

Omnichannel communication

With bpm’online service, you will be able to manage all communication channels from a single dashboard. The system offers a special Communication panel from where you can make and receive calls, manage emails, send and accept social media requests and respond to messages, and edit contact information. bpm’online service will also put in place an intelligent notification system.

Case management

bpm’online service doesn’t only unify contacts, but also the cases you’ve solved for them and for your partners. Basically, all of your work is collated and organized in a single system, and you can assign it to the appropriate agent and set due dates with a single click.

Service Enterprise:

Problem, change & release management

As a Service Enterprise user, you will be able to store, identify and classify all service and system problems, so that you can refer to them in future and avoid bigger incidents. The system will also allow you to prioritize problems that must be solved immediately, and to choose the configuration items for the purpose. bpm’online service is also equipped for change management, meaning that it will plan and monitor changes in your ITIL service, and make it easier for you to supervise quality and appoint deadlines. Last, but not least, bpm’online service offers release management features, and helps you keep track of workloads, teams and deadlines connected to releases.

Business process management

One of the most competitive advantages of this system is its ability to automate a wide variety of internal business processes other than service-related ones. For instance, you can use it to effectively manage process modelling, monitoring, execution, and analysis of core operations, and boost the efficiency of the entire team using a single system.

Well-organized service catalogs

Service catalogs will be available to both Customer Center and Service Enterprise users, regardless of the size and complexity of their IT service workload. What bpm’online service will do here is to unite all types of services in a single catalog which will be available to customers to subscribe for a particular service. The system’s powerful service designer will in the meanwhile arrange the technical specifications and timeframes for each service, and make sure it is always assigned to the most skilled agent.

Overview of bpm’online service Features

Customer Center:
  • 360° customer view
  • Omnichannel communications
  • Contact center
  • Case management
  • Knowledge management
  • Service catalogue
  • Business process management
  • Synchronization and integration
  • System designer
Service Enterprise:
  • Unified customer database
  • Omnichannel communications
  • Contact center
  • Business process management
  • Request management
  • Problem management
  • Change management
  • Release management
  • Service catalogue
  • Service level management
  • Configuration management
  • Knowledge management
  • Synchronization and integration
  • System designer

bpm’online service Position In Our Categories

Position of bpm’online service in our main categories:

50

bpm’online service is one of the top 50 Help Desk Software products

50

bpm’online service is one of the top 50
Help Desk Software products


bpm’online service is also listed in the following subcategories:

Category:Position:Category:Position:
Service Desk Software#5
Category:Position:
Service Desk Software#5

It's essential to realize that almost no service in the Help Desk Software category will be a perfect solution that can match all the requirements of various business types, sizes and industries. It may be a good idea to read a few bpm’online service reviews first as certain software may dominate just in a really small group of applications or be designed with a really specific industry in mind. Others can function with an idea of being easy and intuitive and therefore lack advanced features desired by more experienced users. You can also come across software that focus on a large group of customers and offer a powerful feature base, but this in most cases comes at a higher price of such a service. Ensure you're aware of your requirements so that you choose a software that has specifically the functionalities you search for.

How Much Does bpm’online service Cost?

bpm’online service Pricing Plans:

bpm’online service offers two enterprise pricing editions, depending on whether you’re running a small business and looking to establish a simple customer center; or leading a large enterprise in need of a proficient service desk. Here are the details for each:

Customer Center – $35/user/month

  • Unified customer database
  • Omnichannel communications
  • Service catalogue
  • Business process management
  • Contact center
  • Case management
  • Knowledge management
  • Synchronization and integrations
  • System designer

Service Enterprise – $50/user/month

  • All features from the Customer Center edition
  • Service level management
  • Configuration management
  • Request management
  • Problem management
  • Change management
  • Release management

User Satisfaction

We realize that when you make a decision to buy Service Desk Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and bpm’online service reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with bpm’online service. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

POSITIVE SOCIAL MENTIONS

1

NEGATIVE SOCIAL MENTIONS

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Technical details

Devices Supported
  • Windows
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
Language Support
  • USA
  • UK
  • Canada
  • International
Pricing Model
  • Monthly payment
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
Deployment
  • Cloud Hosted

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE NO.
  • LIVE SUPPORT
  • TRAINING

What are bpm’online service pricing details?

bpm’online service Pricing Plans:

bpm’online service offers two enterprise pricing editions, depending on whether you’re running a small business and looking to establish a simple customer center; or leading a large enterprise in need of a proficient service desk. Here are the details for each:

Customer Center – $35/user/month

  • Unified customer database
  • Omnichannel communications
  • Service catalogue
  • Business process management
  • Contact center
  • Case management
  • Knowledge management
  • Synchronization and integrations
  • System designer

Service Enterprise – $50/user/month

  • All features from the Customer Center edition
  • Service level management
  • Configuration management
  • Request management
  • Problem management
  • Change management
  • Release management

What integrations are available for bpm’online service?

bpm’online service integrates with the following business systems and applications:

  • MS Excel
  • MS Exchange
  • MS Outlook
  • Google
  • PBX and cloud telephony services
  • Mail integration via IMAP/SMTP

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