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Customer Service

Customer Service Platform in Nepal

SUPPORT • SLA • CSAT Universal for any industry

Customer Service that reduces escalations and increases repeat customers

Run support like a system: ticketing, SLA monitoring, knowledge base, escalations & approvals, and a universal dashboard that shows the real health of customer support in 60 seconds.

SLA risk + overdue alerts Escalations & approvals CSAT & feedback loop
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Everything you need to deliver fast, organized support

The Customer Service platform includes ticket management, live chat support, knowledge base, escalation workflows, SLA monitoring, and feedback analytics—so your team resolves issues faster and customers stay loyal.

Support ticketing system

Central inbox with priorities, assignment, internal notes, and resolution tracking—built for daily support operations.

SLA tracking + alerts

Measure response & resolution times, detect overdue tickets, and prevent escalations with thresholds and notifications.

Feedback & CSAT analytics

Collect satisfaction ratings, review reasons for low scores, track reopen rate, and continuously improve quality.

Features of Thulo Customer Service Platform

Designed to handle customer issues efficiently and maintain high service standards—with a universal dashboard, issue categories, escalation controls, and measurable SLAs.

Core tools

  • Support Ticketing System — manage inquiries, issues, and requests through tickets.
  • Live Chat Support — provide real-time help when customers need instant answers.
  • Knowledge Base — FAQs, guides, and tutorials to reduce tickets and improve self-service.
  • User Training Resources — onboarding materials, tutorials, and product usage guidance.
  • Community Forums — enable users to interact and solve common problems together.
  • Escalation Process — structured path for complex issues (supervisor/manager approvals).
  • Service Level Agreements (SLAs) — set commitments for response and resolution time.
  • User Onboarding — guided onboarding process to ensure adoption.
  • Feedback & Analysis — analyze trends, sentiment, and repeat issues.

Why it matters

SpeedImprove response time and SLA compliance.
QualityReduce reopen rate with better resolutions.
RetentionBoost reviews and repeat customers.

Universal dashboard widgets

  • Open tickets (live)
  • Overdue tickets (past SLA)
  • Average first response time (today / 7 days)
  • Average resolution time (7 days)
  • SLA compliance % (7 days)
  • Reopen rate and repeat issues
  • CSAT score + low-score reasons
  • Escalations + approvals pending
  • Top issue categories + trend
  • At-risk customers (multiple tickets / low CSAT)

Connected platform logic

Customer issues become easier to resolve when tickets link to orders/bookings/invoices—so agents see full context instantly.

  • Context: customer history, order status, delivery/fulfillment, previous conversations.
  • Actions: reassign, reschedule, refunds, internal tasks, compensation approvals.
  • Reporting: root cause categories + resolution outcomes.

Alerts & thresholds

  • Overdue ticket (past SLA)
  • High severity ticket not responded within X minutes
  • Backlog exceeds threshold (open tickets / per agent)
  • First response time rises above target
  • Resolution time rises above target
  • SLA compliance drops below target
  • Reopen rate spike
  • CSAT drops below threshold
  • Multiple tickets from same customer in 24h

Escalation & approvals

  • Manager-required escalations
  • Refund approvals and compensation requests
  • Policy exceptions with role-based limits
  • Pending approvals aging & reminders

Quick actions

  • Assign / reassign ticket
  • Reply with templates
  • Request more info (invoice, photo, details)
  • Link to order/booking/invoice
  • Create internal task for operations/tech
  • Escalate to supervisor/manager
  • Approve/deny refunds or compensation
  • Close ticket + send CSAT
  • Create knowledge base article from repeated tickets

Role views

Owner/AdminSLA health, CSAT, escalations, approvals, team load
AgentMy queue, SLA countdown, templates, linked context
SupervisorWorkload balance, QA review, coaching signals

A simple workflow for consistent support results

Capture → resolve with context → measure & improve.

1

Capture & prioritize

Centralize all issues into a single ticket queue and prioritize by SLA risk, severity, and customer value.

2

Resolve with context

Link tickets to orders/bookings/invoices, use templates, and escalate to supervisors when needed.

3

Improve continuously

Track CSAT, reopen rate, and top categories. Convert repeat issues into knowledge base articles and process fixes.

Customer service FAQs

Quick answers before you start.

It’s a support system to manage tickets, track SLAs, run escalations/approvals, build a knowledge base, and measure CSAT—so your customer service becomes consistent and measurable.
Yes. Define SLA targets by severity and monitor overdue tickets, due-in buckets, and SLA compliance trends.
Yes. Escalation and role-based approvals let managers approve refunds, credits, and policy exceptions safely.
Start with ticket categories + severity + SLA targets, enable templates, and activate CSAT collection. Then add knowledge base and approvals as your team grows.

Ready to run customer service like a system?

Start with ticketing + SLA + CSAT today, then connect support to sales and operations to reduce churn.

Create Your Thulo Account View Plans & Pricing Call: +977-9851231001