Better Service, Faster Resolutions, Happier Customers

Elastic Leverages PagerDuty for Visibility into System Health to Exceed Customer Expectations

Resolve Issues Before Customers Complain

When something goes wrong in your digital services, mobilizing a rapid response across customer service and operations teams can be a challenge. But we can help.

PagerDuty for Customer Service makes it easy to orchestrate, automate, and scale your response. With real-time data, two-way comms, and a fully integrated tool stack, you’ll have what you need to act as a unit and resolve issues faster together.

PagerDuty for Customer Service

Collaborate seamlessly across Engineering/Operations and Customer Service to proactively manage customer issues
Do more with less. Deliver 24/7 service with on-call, remote, distributed teams
Ensure smooth management of SLAs and VIP customers with full case ownership and direct line for escalation to the right team

Provide relevant context to solve customer problems

Customer service representatives need relevant historical context in order to accurately and quickly resolve the issue at hand.

PagerDuty helps reduce the impact on customers by layering monitoring data from technical resources across your organization with data from customer calls and other systems of record—providing a holistic view of an issue to help identify the right solution.

Mobilize the right resources, in real time, every time

Today, customers demand immediate action when the services they depend on are impacted.

Drive loyalty, improve CSAT, and exceed customer SLAs with faster, cross-organizational alignment with the correct technical response teams.

PagerDuty enables automated escalation policies, bidirectional comms and direct line of escalation for every agent to quickly mobilize and activate a response.

Be proactive, not reactive

In a time when customer and enterprise service expectations have never been higher, you shouldn’t be learning about issues from your customers.

Leverage machine learning to inform customers before they know about a problem, with information on what to expect next, and provide differentiated responses for VIP customers.

Bring Your Own Stack

You don’t have to change your processes: we work with the tools you’re already using.

With 370+ native integrations and the ability to build and customize workflows with the extensible PagerDuty APIs, we integrate data from all your tools to give you insights into your IT infrastructure. Our enhanced Events API v2 automatically normalizes all inbound events into common fields.

Respond your way and with the tools you like using our bi-directional extensions so you can eliminate tool toggling, fix issues in-line, and automate ops-related tasks with your preferred ChatOps tool.

"PagerDuty helps our Customer Service teams with escalation coverage and enables seamless communication between support and engineering teams. It’s fantastic to be in a position to say that we now solve customer issues faster and more efficiently."

Parminder Sahini

Head of Global Support, SumoLogic

Resources

Top Integrations

Customer Support

 

Customer Support

 

Collaboration/Chat

 

Collaboration/Chat

 

IT Infrastructure Monitoring

 

Cloud Infrastucture Monitoring