Teams can solve customer issues, quickly.
Scale and automate your customer service by reducing resolution times and seeing issues or solutions in real-time, without sacrificing 24/7 support.
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Better service. Faster resolutions. Happier customers.
Customer Service Leaders
Switch from "On-duty" to "As-needed"
- Immediately empower service organizations to offer after hours service availability, 24/7, without having to increase on-duty staffing leading to better service availability, while reducing costs.
- Leverage machine learning to enable team to be proactive and inform customers before they even know about a problem
Proactive Communications
- Proactively determine customer impacting issues and deliver the right real-time notifications and comms to both internal and external stakeholders
Customer Service Agents
Full-Case Ownership
- Give Service Agents a direct line to management and engineering to ensure cases nearing / breaching SLA are escalated for attention and resolved
- Give Engineers a direct line to Customer Service to gather more information / deliver the right customer response
Engineering and IT
Reduce Downtime
- Leverage "customers as a key signal" to greatly reduce downtime and meantime to detect, as well as break down silos and delays while removing escalation barriers between Customer Service and Engineering.
- Get real time visibility into the number of incident-related customer tickets/cases to understand the volume of customers that were negatively impacted by the outage or disruption to enable teams to prioritize remediation based on customer impact
Resolve customer impacting issues faster with tighter connection between tools
When the PagerDuty Operations Cloud sits in front of the event chain, it enhances your Observability pipeline. This allows teams to escalate critical customer signals by connecting all distributed and centralized systems as a system of action to process the ever-increasing volume of alerts, simplify and automate operations, and improve resilience to deliver seamless customer experiences.
