Need help?

Type your question and our NLP technology will find an answer

Press "enter" to see your results

Support features

As part of our ticketing system, email management can categorize and route emails to the right departments, simplifying your ticket processing. More than just an organizational product, our email management uses semantic search to automatically and intelligently respond to simple tickets, handling the majority of redundant email traffic before it reaches live agents. Once tickets reach your agents, Inbenta's software can suggest responses as they search for information and draft answers, streamlining the support workflow.

Contact us to arrange a demo.

Was this answer helpful?
Thanks!
There are lots of ticketing systems out there, but not all of them are smart enough to do the work for you. Inbenta's Natural Language Ticketing (Inbenta Ticketing) uses linguistic analysis to categorize incoming contacts by topic and process them to the right departments, saving time - every second counts when it comes to customer support! With your agents using our semantic search tool to locate answers in your knowledge databases, ticket response times and agent workloads decrease. Our ticketing system can streamline the process of handling incoming support contacts to save you money and improve the support experience for your customers.
 
Our ticketing offerings include tools like social media integration to turn Facebook posts and tweets into support tickets, and sub-ticketing to quickly process tickets with multiple questions and topics, allowing your support center to respond to complicated queries fast.
Was this answer helpful?
Thanks!
Customers love to chat with live agents because it's a quick, natural way to get answers to their questions. Inbenta Hyperchat offers your users the personal, speedy support experience they want and saves your live agents time and effort.
 
Drawing on the intelligent results of our semantic search engine, Hyperchat can suggest answers to your agents as they engage users, so they spend less time searching and more time actively supporting customers. It's an excellent way to make the support experience faster and easier all around.
 
Contact us for a live demo.
Was this answer helpful?
Thanks!

As your agents answer support tickets, our auto responses can significantly reduce the effort and time per ticket.

Both auto responses and user questions are analyzed using our patented natural language search technology, meaning questions will be matched accurately and intelligently to pre-scripted responses.

Your auto responses can be customized and personalized without worrying about using specific keywords or tags because our semantic search will locate relevant answers regardless of the exact wording used.

When the incoming volume is high, agents can quickly locate related auto responses with our intelligent search tools and answer customer questions instantly, without having to draft their own message.

Contact us for a live demo of how this works.

Was this answer helpful?
Thanks!
Canned responses are perfect when agents respond to similar situations repeatedly. Each canned response can have all the standard information required for an answer pre-filled, so support agents only need to fill in a few details. They save agents the time (and tedium) of writing out a complete response for a common question but still allow the responses to be customized to each situation. And while some systems make it slow and difficult to navigate to the right response, Inbenta's Semantic Search allows agents to find the one they want right away.
 
Contact us for a live demo of exactly how this works.
Was this answer helpful?
Thanks!
Inbenta offers support ticketing systems that free up your agents by reducing the number of redundant questions that bog down customer support centers. You can monitor and answer all the general or complex inbound questions with the same level of care, and the system will respond instantly to frequently asked questions in tickets, tweets, Facebook posts, and more.

Take a look at all our ticketing features in detail and see how we can cut your ticket traffic by as much as 80%!
Was this answer helpful?
Thanks!
Customers frequently ask multiple unrelated questions in one session, making emails and tickets much more complicated to answer. With subtickets, each different concern in a ticket is addressed; our semantic search tools can analyze the different questions contained in one ticket and suggest answers for each. In addition, subtickets makes it easy for an agent to pass all the questions on to the right department and get a complete answer quickly.

Even complex tickets can be processed efficiently using subticketing, because every facet of a customer's concern can be addressed using one tool.
Was this answer helpful?
Thanks!
Inbenta Ticketing makes it easy to process and respond to Facebook posts. Facebook interactions can all be handled from Backstage with the same tools used to process emails, so customer service and support are centralized in one application. Customer support teams can respond to users on all channels, without navigating to different sites. You can see all the details on our features page here.
Was this answer helpful?
Thanks!

With our dynamic multi-screen setup, Inbenta gives agents the power to classify tickets to the right department while tracking, documenting and reporting the resolution process. Priority classification makes it easy to know how tickets are processed and resolved and improve support processes over time.

Contact us for a live demo of how we can help save valuable time for your support center.

Was this answer helpful?
Thanks!
Ticketing with Inbenta enables you to address customer questions through any channel, including social media sources. More and more, customers are turning to Facebook and Twitter to address their concerns. We think it's important that companies be able to respond effectively to these kinds of support queries, which is why our ticketing system includes options for social media integration, enabling you to process tweets and Facebook posts along with traditional email and help tickets.
 
Implementation is simple because it's already a part of our ticketing system, meaning you don't have to add an entire new support channel or overhaul your current system. In addition, Inbenta can be compatible with any existing platform you currently use, making our solutions a cost-effective choice.
 
Contact us for a live demo.
 
Was this answer helpful?
Thanks!
Please contact your account manager who will be assigned to you when you become a customer.
Was this answer helpful?
Thanks!

Inbenta can help reduce the time it takes for your support agents to answer tickets through a number of solutions including:

Contact us for a live demo of how Inbenta can cut your traffic ticket by more than 80%.

Was this answer helpful?
Thanks!

Before your project goes live you will be given in-depth tutorials on Backstage by the linguist specifically assigned to your project in order to ensure you are completely satisfied with the implementation.

The linguists will also be available should you require any further assistance in future.

Was this answer helpful?
Thanks!

You can find out your most popular questions and answers using Backstage.

Before your project goes live, you will be given a series of tutorials by your assigned linguist.

Was this answer helpful?
Thanks!

Each of our clients will be given a comprehensive guide detailing how to use Backstage.

If you have any further questions about it then you will be able to get in touch with the team assigned to your project.

Was this answer helpful?
Thanks!
At Inbenta, we're committed to continually improving the effectiveness of your knowledge base.

Once your project is live, our linguists will regularly evaluate your user questions and knowledge base and make any necessary adjustments to our linguistic tools, ensuring search results are always as accurate as possible even when you add or update your support articles. In addition, our experts will offer editorial suggestions for your contents based on user questions and site performance, so your knowledge base is always fine-tuned to your specific users.

We can find the most common topics your current FAQs don't address and suggest alternative titles or wording to make information clearer and more helpful to users. With Inbenta's support, your knowledge base becomes adaptive and responsive to the concerns and language of your customers.
 
Was this answer helpful?
Thanks!
Using our customer dashboard, Backstage, you can access a whole host of analytics data for your project. Backstage will generate reports and charts, illustrating every facet of customer interactions: you can view the details of individual user sessions (including exact queries and clicks), get a general overview of your self-service and clickthrough rates, track how often specific FAQs are viewed, monitor how users navigate your site, see specific user feedback, and more.
 
The insight you'll gain into your customers is invaluable. You can build and perfect a knowledge base to answer every question they may ask, in the language they use. When customers easily find what they're looking every time they access your support site, it leaves a positive impression of your company's professionalism and reliability.
 
The best part is, the more questions your users ask, the more you'll be able to tailor your knowledge base to them. In just a few months you can transform your help site into an 'answer machine' to handle every incoming query with incredible accuracy because our analytics let you track exactly how many tickets are deflected and strategize ways to increase that deflection rate.
Was this answer helpful?
Thanks!

Our team will train you to use Inbenta at no additional cost; training is built into our SaaS fees. We love to show people how to use our tools, and you'll be an expert in no time!

Contact us for a live demo to show you how Inbenta works!

Was this answer helpful?
Thanks!
A great content management system like Inbenta's makes it easy to create, update, and maintain your knowledge base. Our content creation tools are intuitive and easy to learn so your agents can start creating support articles quickly. You can import your existing content, create new content in HTML or text formats, organize everything using our customizable category trees, create a different profile to limit content to certain users, and track the performance of every FAQ using our analytics tools.
 
It's easy to upload any content and assets you already have created into our database and once we've indexed everything, Semantic search makes it a breeze to find them (for both users and agents) so response times will improve while support center workload decreases.
 
Using the data from our analytics module, you'll be able to continually refine your knowledge base based on your customers' behavior and set new market strategies for your website.
Was this answer helpful?
Thanks!
We've made all our software available as SaaS applications so you don't have to deal with any technical issues or maintenance on-site. Please contact us for the specifics of our technical platforms.
Was this answer helpful?
Thanks!
SaaS, meaning both Software as a Service and Storage as a Service, refers to centrally hosted applications or data that are accessed over the web by users. With Software as a Service, customers purchase access to remote web applications hosted by the provider (like Inbenta), rather than installing software on-site. If you choose to go with one of Inbenta's SaaS offerings, you don't have to worry about complicated local installations, system maintenance, backups, data security and IT concerns. We host and maintain all the software and data on our own servers, meaning you just have to sign in and start using the products.
Was this answer helpful?
Thanks!
They’re simply different terminology. “Cloud” seems to be the newer term for the same technology; it refers to services that are distributed through remote computers and servers, rather than being installed on local machines. Many companies use “Software as a Service” when referring to this concept for business use or specifically in reference to Microsoft Hosted applications.
Was this answer helpful?
Thanks!

Go to Backstage and use the "Did your forget your password?" link to automatically reset your password.

Was this answer helpful?
Thanks!