Enchant Features
What are the features of Enchant?
Platform
- User, Role, and Access Management
- Reporting
- Dashboards
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
- Automated Response
- Attachments/Screencasts
- Ticket Collaboration
- Customer/Contact Database
Communication Channels
- Email to Case
Productivity Tools
- Notes
- Templates
- Tagging System
Analytics
- Performance Tracking
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Platform
Mobile User Support | Allows software to be easily used on multiple mobile devices include phone and tablet devices. 14 reviewers of Enchant have provided feedback on this feature. | 82% (Based on 14 reviews) | |
Customization | As reported in 11 Enchant reviews. Allows users to customize chat colors, text, logos, and branding. | 83% (Based on 11 reviews) | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. This feature was mentioned in 19 Enchant reviews. | 95% (Based on 19 reviews) | |
Integration | As reported in 15 Enchant reviews. Integrates with other customer service software to improve support and enhance functionality | 89% (Based on 15 reviews) | |
Reporting | As reported in 18 Enchant reviews. Provides analytics tools that reveal important business metrics and track progress | 90% (Based on 18 reviews) | |
Dashboards | Displays important metrics relating to performance 17 reviewers of Enchant have provided feedback on this feature. | 87% (Based on 17 reviews) |
Ticket and Case Management
Ticket Creation User Experience | Based on 21 Enchant reviews. User Experience of creating and submitting a ticket | 96% (Based on 21 reviews) | |
Ticket Response User Experience | As reported in 21 Enchant reviews. User Experience of responding and receiving a response | 97% (Based on 21 reviews) | |
Workflow | Route tickets based on values of fields, changes to ticket status and time based conditions 21 reviewers of Enchant have provided feedback on this feature. | 94% (Based on 21 reviews) | |
Automated Response | As reported in 18 Enchant reviews. Respond to common requests with standard reply | 90% (Based on 18 reviews) | |
SLA Management | See feature definition | Based on 13 Enchant reviews. Offers tools for managing and tracking service-level agreements (SLAs) | 99% (Based on 13 reviews) |
Attachments/Screencasts | Based on 16 Enchant reviews. Documents and files can be attached to the ticket to communicate with customer issues/resolutions | 97% (Based on 16 reviews) | |
Ticket Collaboration | Share and collaborate on tickets with multiple customer service representatives 21 reviewers of Enchant have provided feedback on this feature. | 95% (Based on 21 reviews) | |
Customer/Contact Database | As reported in 17 Enchant reviews. Central repository for account and contact information | 85% (Based on 17 reviews) |
Communication Channels
Email to Case | As reported in 21 Enchant reviews. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 99% (Based on 21 reviews) | |
Live Chat Support | Ability for customer service agents to communicate with customers via live chat to solve problems live 12 reviewers of Enchant have provided feedback on this feature. | 82% (Based on 12 reviews) | |
Social Media Integration | Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | Not enough data |
Self-Service Experience
Knowledge Base | As reported in 11 Enchant reviews. Provides a repository of information that can be used by those seeking support. | 92% (Based on 11 reviews) | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. | Not enough data | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices | Not enough data |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | Not enough data | |
Automation | Automates some or all operation related tasks | Not enough data | |
Artificial Intelligence | Utilizes artificial intelligence to improve workflows or customer experiences | Not enough data | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | Not enough data |
Communication
Pop-up Chat | Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. | Not enough data | |
Notifications | Delivers notifications to both sides of the conversation. | Not enough data | |
In-App Messaging | Allows for live chat to be enabled within the app for customer help. | Not enough data |
Internal Use
Customization | Based on 11 Enchant reviews. Allows users to customize chat colors, text, logos, and branding. | 83% (Based on 11 reviews) | |
Conversation Archiving | Archives conversations in a separate location for later reference. | Not enough data | |
Lead Development | Enables employees to denote potential customers. | Not enough data | |
Knowledge Base | Establishes a knowledge base for employee reference during conversations. | Not enough data | |
Team Inbox | Provides a central location for help requests, helping employees respond sooner. | Not enough data | |
Customer Profiles | Allows for the creation of profiles for contacts and customers. | Not enough data |
Productivity Tools
Notes | Based on 19 Enchant reviews. Allows users to leave notes or comments on emails or relevant cases. | 99% (Based on 19 reviews) | |
Internal Discussion | Provides a dedicated space or a thread feature that allows for long-form discussion. This feature was mentioned in 14 Enchant reviews. | 99% (Based on 14 reviews) | |
Assignments and Tasks | Offer in-application assignment and task tracking functionality. 14 reviewers of Enchant have provided feedback on this feature. | 98% (Based on 14 reviews) | |
Workflows | Allows users to create and follow predetermined workflows attached to actions. This feature was mentioned in 11 Enchant reviews. | 97% (Based on 11 reviews) | |
Templates | Based on 17 Enchant reviews. Allows users to create canned answers or templates for email responses. | 99% (Based on 17 reviews) | |
Integrations | Based on 12 Enchant reviews. Integrates without outside software to provide additional functionality or pull information. | 92% (Based on 12 reviews) | |
Tagging System | Based on 18 Enchant reviews. Provides a tagging system to allow users to sort emails by relevant subject. | 97% (Based on 18 reviews) |
Analytics
Trends | As reported in 13 Enchant reviews. Analyzes trends in email content and resolution. | 91% (Based on 13 reviews) | |
Performance Tracking | Tracks performance and productivity of users inside the application. This feature was mentioned in 16 Enchant reviews. | 95% (Based on 16 reviews) |
