Glosys Desk for Hospitality - Overview
Glosys Desk, a platform of Glosys Technology Solutions Pvt. Ltd. incorporated in Chennai, provides AI & Cloud Software Suite and SaaS Applications and Services for Digital Retail Environment managed by professionals having rich experience in the IT sector
Featured work for Glosys Hospitality Desk
Customers Ticketing and Self Service
Prioritization, Categorization and Assignment of tickets to the right agents in the hospitality industry. Tickets filtering, spliting and merging depending upon the issues of customers. Redistribution of workload based on SLA compliance rates. Automated Notifications for Agents and escalations to Managers. Machine Learning based Collaborative Ticketing and Activity Logs.
Automated Bots for the customers to help themselves for the issues raised. AI enabled Construction of Knowledge Base for multiple products. Effective Community Forums to have customer experience. Help Widget for the customers to find answers
Hospitality Staff Collaboration and Field Service
Parallel work of multiple teams to Resolve issues of the customers faster and Smarter. Accountability of Parent-child Ticketing. Periodical Status Updates for Linked Tickets. AI enabled Teams Collaboration for better customer experience
Automated Appointment Scheduling with customers through Bots. Real-time Status tracking of teams of hosptality staff for better field service. Improving Response time of Field team to expand service area. Omnichannel Customers Engagement through mails and social networks
Glia for customers and Omnichannel engagement
Glia processes the queries from the customers and provides appropriate solutions from Knowledge Base. Glia identifies the sentiment behind every ticket and adds to its context for making agents to prioritize and take the best possible action. Glia makes predictions across unusual activities, ticket tags for decision-makers to investigate with ease.
Customer service emails are made available in an interface to respond for the assignment of tickets. Leverage cloud telephony to receive and make phone calls and also log, record, and monitor these calls. Transform calls into tickets and associate them with existing tickets. Focus on customer communication via social media, like Facebook, Instagram, and Twitter.
Respond to tweets and set keyword alerts not to miss posts. Personalized Chatting with customers in timely mannaer to understand issues and converting them into tickets. Embedding a customizable web form widget on website for customers to submit their queries and managing automated conversion of support tickets
SLA Management for Hospitality
Execute the created tickets depending upon the accounts associated with customers. In the case of SLA violations, escalate the overdue tickets automatically to the relevant manager or agent to manage tickets more efficiently.
Redistribution of workload based on SLA compliance rates. Track number of overdue tickets, SLA breaches, and average response times with respect to team performance of hospitality staff
Desk Security for Hospitality
Focuses on various roles such as hospitality staff and admin to create an organization chart by setting the actions to manage customers. Assigning roles with profiles and allocate permissions to perform actions pertaining to customer service.
Access Control over customer data to view and/or edit using data sharing permissions. Providing the privileges and access rights of hospitality staff in the team based on their roles and responsibilities.
Meet Your Hospitality Desk Objectives & Needs