“As an engineer, I know we need tickets, logging, and databases to effectively communicate with our clients. As a human operating in 2023, I want the modern convenience of instant answers when I need them. Having a system like Thread that can marry those two things is necessary.”
Why service experience?
Connect the right people at the right time to make service magic.
Serv·ice Mag·ic /ˈsərvəs majik/
The act of making service requests disappear at ludicrous speeds. Typically causes customers to jump with joy.
Tickets disconnect people.
Tickets are for waiting, not for working.
Tickets create distance between customers and service desks in an attempt to manage the queue. When it is time to bring people together, the ticket simply doesn’t have the tools to do so.
1Tickets are terrible for communicating
Most communication happened on the phone or by email, but - now - it happens in collaboration software. The ticket is then manually updated based on the conversation, effectively missing full service request context.
3Escalating issues with tickets is highly manual
Resolving issues that escalate in complexity or in priority is a team sport. When the question becomes “who can help?” and - since the ticket is static - your techs have no idea. They have to go through SOP and call people until they find someone who can help.
2Teams struggle to manage tickets
Tickets go into a single queue. With one queue and many teams, you have consistency but it's hard to see what’s important right now. You could have one queue per team, but then you can’t keep the teams in sync. Queues are bad for service.
4Sharing tickets across companies is expensive
Tickets are siloed in each company's internal ticketing system.
When you want to share tickets with other companies, you have to use more software to synchronize ticketing systems. It’s fragile at best.
Introducing Service Experience
Multi-player service, enabled.
Thread connects your service team and customers in threads that bridge communications channels.
Users can now have a conversation with the best tech for each request, without ever leaving their workflow.
Service Experience Pillars
Threads
Threads power real time & rich communication. They enable you to meet customers where they are. Works with Chat, Phone & Email!
Pods
Dedicated teams for customers brings the highest customer happiness and the best margins, every time.
Swarming
Connecting the right people at the right time unlocks ingenuity and solves any issue fast.
Co-Managed
All B2B IT is Co-Managed; a shared responsibility of the customer & the provider. Sharing is caring.
Evan Dumouchel
VP and General Manager - Interlaced.io
VP and General Manager - Interlaced.io
Get started with Thread today.
Unlock an unfair advantage for your IT business.