Kirridesk

Kirridesk - Customer Service Management System Case Study.

Deliveries
Product Design
Illustration
Prototype
Industries
Customer Management Service
Project timeline
2022 - 2023
What we do?
  • Research
  • Desktop Web app
  • Landing Page

The challenge

Functionality Complexity such as providing a comprehensive range of features like ticketing systems, knowledge base management, customer management, integration with various platforms, and more.

There are many communication needs that need to be covered, so one must understand the functions of various types of channels and how the interaction between agents and customers works when using those channels, so that Kirridesk can become a one-stop solution that can handle all the needs.

The solutions

Our solution involves observing our competitors in addressing a problem or something that is needed by the client and can be developed based on previous issues. Therefore, we have added several features that can greatly assist efficiently and interactively in Kirridesk.

The agent's work becomes
more efficient.

To establish a structured system in helping client needs more efficiently, Kirridesk is designed to address gaps or issues within customer service agents. In terms of features, Kirridesk adds elements that address common challenges among customer service professionals, such as knowledge base recommendations and responsiveness through the side conversation feature. Additionally, we've incorporated 3rd-party integration features to link important data, among other functionalities.

Implementing a concept that is clear, sleek and user-friendly.

Our branding adopts a concept that makes it easy for users to see visually and has its own characteristics such as being user-friendly, clean, corporate, and minimalistic.

The logo we use also has a strong structure and incorporates an icon that represents an application for customer service management. It utilizes a clean and professional color palette, and the icon is solid to convey that the concept embodies values associated with maturity.

Introducing Kirridesk

Kirridesk offers several features within the Agent module that we will showcase, with a style that is more serious, less fun, yet highly professional and clean. It is designed to streamline service management within your company. 

Find the information you need quickly, thanks to our advanced search feature and intuitive navigation menu, along with precise data management.

Efficiency in presenting precise and easily understandable data.

We ensure that the displayed data aligns precisely with the agents' needs for monitoring their performance in assisting clients. Each widget comes with explanations that focus on its respective section.

Various client tickets in one place.

Easy access to tickets aids agents in categorizing and resolving issues.

Versatile ticket creation.

Agents can directly create tickets, select categories and priorities, add customers to tickets, and send tickets via email, chat, and more.

Presentation of a conversation leading to problem resolution.

With the detailed ticket structure that Kirridesk has meticulously designed, our customer service administrators have achieved an impressive level of efficiency in addressing various customer issues.

In the ticket details, apart from communication, we can create tasks, monitor agent activities, and provide a feature to record crucial information.

Various types of chat bubbles that can meet all your needs.

Kirridesk features voice notes, file attachments, image uploads, and video capabilities to enhance precision in resolving the issues at hand.

Optimize ticket management with the merge function.

Enhance Ticket Management Efficiency by Organizing them into a Larger, Easily Traceable Entity, Avoiding the Common Ambiguities Arising from Separate Tickets Dealing with the Same Issue, Thus Speeding up Resolution

Access merge ticket from ticket more menu.

The ticket you open will automatically selected.

Search other ticket to merge them together.

Combine two tickets that have same problem — If needed, user can merge one or more tickets into another ticket. You might do this if you receive two support requests about the same issue from the same end-user. The tickets must be less than Solved. User can merge an unsolved ticket into a Solved ticket. Doing this will not reopen the Solved ticket

Transferring tickets to specific agents for special handling.

Transferring tickets to more competent agents with expertise in relevant issues due to prior experience handling similar problems.

Assigning Tickets from General Agents to Specialized Agents in Different States of Assignment

Sharing Knowledge base feature.

Addressing issues by recommending predefined knowledge base articles based on the average of frequently asked questions, with a knowledge base sharing section. This system becomes more on point as it provides recommendations.

Side conversation feature.

A feature to facilitate customer service in communicating with various client lists, the creation of side conversations aims to simplify tracking and prevent confusion by separating different conversations within the same channel.

Share customer chat to agent conversation.

Shared chat will be shown as attachment link to the customer chat.

Side conversation — In side conversations, admins can interact with multiple customers without leaving the ticket they have selected. In the thread tab, there is a list of customers to initiate conversations with.In the Email tab, admins can communicate through the email platform based on the provided problem description and can initiate conversations through a shortcut button. As for child tickets, the same concept is applied as with the list of tickets.

3rd party app feature showcase.

Kirridesk features voice notes, file attachments, image uploads, and video capabilities to enhance precision in resolving the issues at hand.

Flow for using a 3rd party app — In the side panel, you need to select the tab to view the list of 3rd party apps. Once inside that section, the admin can choose from the list of integrated apps.

After selecting the app, we can search by the client's ticket ID. Once we have determined the ticket ID, we can view the orders listed in the customer's order list. Then, in the order list, there are order details corresponding to the ticket ID selected by the admin. Additionally, there is an action to view details in the current app and the option to share the selected receipt.

View customer active order and past other directly on ticket.

Manage order details directly from ticket.

Agent can help direct client with phone call and remote assist.

Agents can receive and make direct calls to clients from the respective ticket or create a new ticket based on the call. If necessary, agents can also conduct remote assistance sessions to help with more complex client issues.

Inbound and outbound call.

Agents can receive and make direct calls to clients from the respective ticket or create a new ticket based on the call. If necessary, agents can also conduct remote assistance sessions to help with more complex client issues.

Flexibel knowledge base to manage article.

Agents can receive and make direct calls to clients from the respective ticket or create a new ticket based on the call. If necessary, agents can also conduct remote assistance sessions to help with more complex client issues.

Creating best article recommendation.

Creating an operation recommendation article to address customer inquiries, with an easily understandable layout for creation and comprehensive tools to facilitate agent authoring.

Improved customer database management with list customer.

A serious and clearly presented List Customer with detailed personal information for each client, along with responsibility for each data update, and an overview of all clients with issues.A serious and clearly presented List Customer with detailed personal information for each client, along with responsibility for each data update, and an overview of all clients with issues.

Cutting edge chat widget that can be embed on user website.

Agents can receive and make direct calls to clients from the respective ticket or create a new ticket based on the call. If necessary, agents can also conduct remote assistance sessions to help with more complex client issues.

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