“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 collaboration?
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 creates 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 happens on the phone, email and now on collaboration software. The ticket is something that is manually updated based on the conversation and misses the majority of the context.
3Escalating issues with tickets is highly manual
Resolving issues that are escalating in complexity or in priority is a team sport. The question is “who can help?” and the ticket has no idea. Manually go through standard operating procedures and try to call people until you find someone who can help.
2Teams struggle to manage tickets
Tickets have to go into a queue which is difficult to map to service teams. One queue and many teams, you have consistency but can’t see what’s important. One queue per team, and you can’t keep the teams in sync. Queues are bad for service.
4Sharing tickets across companies is expensive
Tickets are siloed in each companies 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 Collaboration
Multi-player service, enabled.
Threads enable collaboration with your customers and your team. They shared service context; meet customers where they are.
Service Collaboration 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 IT is Co-Managed and is 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
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Unlock an unfair advantage for your IT business.