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The Vendor is required to provide customer support SaaS platform offering the following functionalities:
1. Platform requirements:
• Cloud-based, web-based software SaaS solution.
• Secure browser-based access.
• Support for multiple customer service accounts and shared inboxes (e.g., procurement technical support line, office training, and ask office).
2. Customer access & engagement:
• Omni channel support for customer inquiries, including web, email, phone, mobile, and other supported communication channels.
• Customer-facing portal integrated with the office website for submitting requests. The portal must be accessible from multiple locations throughout the office website and allow customers to select from different request categories based on their needs.
• Ability for customers to receive updates and communications regarding their requests.
• Customizable customer satisfaction surveys following ticket resolution.
3. Ticket & workflow management:
• Automatic ticket creation and lifecycle tracking.
• Ticket assignment, categorization, prioritization, and search.
• File attachments and internal staff notes.
• Configurable routing, notifications, escalations, and canned responses.
• Ability to configure workflows without vendor assistance.
4. Forms & data collection:
• Configurable forms and templates.
• Required fields, data validation, and standardized drop-down menus.
• Fixed field values (e.g., jurisdictions, request types) to support consistent reporting.
5. Reporting & analytics:
• Configurable dashboards and real-time reporting.
• Key metrics, including response times, ticket volume, and customer satisfaction.
• Export to common formats (e.g., excel, csv, pdf).
6. Integrations:
• Integration with Microsoft office suite and the office phone system with transcription capabilities.
• Customer service form creation for public inquiries and functionality which fully integrates the customer support software with the office website and auto-populates the intake form responses.
• Direct access to underlying database via API for data queries.
• API support (i.e., “bring your own model”) for integration of the office-managed AI chatbot.
• API integration capabilities for potential system applications, such as power bi and learning management system.
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