Page 18 - Business Requirement Document 0.3_Neat

2 Solution Approach

ABC Corporation Limited wanted a solution to all the tickets generated through emails
and calls. They also want to create new channels for the customers to share their
experiences easily. The below mentioned are the major modules that would be defined
in detail as the scope for work for ABC.

● Channel Management

● User Management
● Automation Management

Channel Management:

As per the problems listed in the above section, ABC Corporation Limited requires a

multichannel ticketing system that collects all support tickets from different channels
and organizes them in one tab. This will help the agents to reply to all the customers
from the same tab. Now the support team will get tickets from the following channels
which are:
●Email
●Social media
●Live chat

●Cloud telephony
●Web forms

Now all the customer emails will get pulled into a convenient interface where agents
can easily respond to them. It will be the best way to handle customer service emails,
even when the agents have to use several email addresses.

ABC Corporation Limited can view and manage their customer's communication via
social media like Facebook and Twitter. They can reply to tweets and posts from the
help desk and even set keyword alerts.

The embeddable chat widgets will allow the support team to easily reach the customers
which were challenging and cumbersome in the earlier approach. Now the ABC will

share a link on the website home page with "HELPCENTER" which would make the
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Customer Sign-off

Confidential and for internal discussions purposes of Zoho and ABC Corporation Limited
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