Onegini Identity Cloud - Product Features

Customer Service

With self-service transforming the world of customer support, your service desk staff must also adapt to this new online context. While tasks related to updating and retrieving accounts have decreased, customers now need support managing their digital identities. And although they will receive fewer customers calls, the customers who do call expect their issue to be resolved quickly and smoothly, in the space of a single call. So how do you empower your support staff to become quick problem-solvers? With Onegini’s dedicated feature for the customer service departments, you can give your staff all the right tools to provide stellar service.

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    Onegini Identity Cloud Customer Service
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    The right tools for every role
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    Integration with all key systems

Onegini Identity Cloud Customer Service feature

Onegini Identity Cloud Customer Service feature is a dedicated application for customer support staff, both operators and supervisors. It helps them deal with identity-related questions from customers by presenting all the relevant details about the user account in an easy overview and offering various tools to solve common issues in a user-friendly way. The system is designed to smooth out the experience for both the customer and the operator. For example, these tools include one-click mobile authentication support so the service desk operator no longer needs to ask security questions to verify the identity of the caller.

The right tools for every role

The Onegini Identity Cloud Customer Service feature allows you to assign roles and authorizations to each staff member. There are three roles, all with their own authorizations. The basic role is that of a customer support operator. As a customer support operator, your employee can access customer data, reset passwords and block users.
Above that, there is the role of the Supervisor. The supervisor has all the authorizations of a customer support operator, but can also access the logs of each customer support operator on the team to monitor their performance. At the top of the hierarchy, there is the Admin role. The admin can do everything the supervisor can do, and also has access to the high-level statistics. These include user behavior and operator performance, allowing the admin to identify trends and adapt policies where needed.

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    Access customer data
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    Reset passwords
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    Block users
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    Access logs
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    Access high-level statistics
Onegini analytics dashboard mockup

Integration with all key systems

The Onegini Identity Cloud Customer Service feature is integrated with all of your company’s key systems through the central Onegini Identity Cloud hub, including your CRM. That way, it can collect all relevant information about the customer and present it to the operator in a single overview. Any changes or updates are also registered in the source system, so there can be no discrepancies or contradictions.

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