Overview of Bornevia SaaS customer service platform for online businesses with features, customer case studies, and solutions detail. In this opportunity, we focus on how our product can satisfy online business specific customer service needs through our features; productivity tools (canned response, mobile apps, autoresponder), analytics, and multichannel team inbox. We also showcase some of our well-studied customer cases on different segment of online businesses from bridestory.com, tracxn.com, and berrykitchen.com which include their overall experiences when using our product.

1. Solutions overview
As of Q4 2015
Online customer service made easy

2. Need for online customer service platform
Online customer service made easy
Customer care reps
productivity
Operational insights Great customer
experience
Improve service speed
and quality
Monitor service KPIs via
data-driven dashboard Drive more profits. Happy
customers buy more

3. Why Bornevia?
Online customer service made easy
1. Simple interface and easy setup.
2. Multichannel integrations (email, live chat, socmed, etc)
3. Easy collaboration between teams (support, finance, etc)
4. Customisable to fit online business processes
5. Enterprise-grade security, scalability, and distribution

4. Modernizing online customer service industry
Online customer service made easy
Founded in 2013
Secured 2 rounds of VC
funding
+3,000 businesses
78 countries
We’re founded to help businesses deliver amazing customer happiness, satisfaction,
and experience the easiest way. We’re made up of a group of passionate engineers,
product designers, and evangelists with a vision to build the next-generation cloud
customer service product for global internet companies.
Some of our customers

5. Online customer service made easy
CS reps
Managers
● Email
● FB wall posts
● FB comments
● Twitter mentions
● Twitter DM
● Whatsapp
● Live chat
● Line chat
● Call
● SMS
Converted into support
tickets with ticket
numbers, status,
assignees.
Team inbox
Engineering
, finance,
etc
Payment
confirmations, bug
reports, issue with
the website
Complaints about
delivery,
questions, stock
availability, etc
Monitor service
KPI metrics;
Ticket volume,
response time, etc

6. Online customer service made easy
Inside Bornevia platform

7. Online customer service made easy
All-in-one customer service integration
Bornevia aggregates all customer conversations from all channels such as email, social
media, or SMS + chat messaging, and more in the team inbox. More channels and
integrations are coming in 2016
Email Social media Chat and messaging

8. Online customer service made easy
Simple and powerful support ticket
management features
- Customisable ticket
folders
- Ticket assignment
- Case categorization with
hashtags
- Time-based rules
- Fetch ticket history from
same email
address/twitter handle
or any associated IDs
- Bulk actions on multiple
support tickets

9. Online customer service made easy
Keep all of your support teams in-sync
- Organizational feature
(team inboxes) is a
default setup in
Bornevia
- Transfer tickets to other
teams (bug-related
tickets to developers,
payment-related to
finance teams)
- Keep track progresses
on other teams in real-
time

10. Online customer service made easy
Rich conversations feature
- Private note with
mentions
- Inline image feature for
email
- image/.pdf preview
- Collision detection
- Ticket-transfer to other
team
- Canned response with
personalized customer
first/last name template

11. Online customer service made easy
Meaningful insights into your customer
service performance
- Monitor ticket volume,
avg resolution time,
replies/day, and more..
- Filter data by time,
channels, category
(hashtags)

12. Online customer service made easy
Automate support by applying rules
- Distribute support ticket assignments, change statuses,
and transfer automatically by message subjects,
contents, and senders

13. Problems
- Need a solution that can be deployed
for its fast-growing vendor and
customer support team.
- Need to keep track KPIs and reduce
response time on incoming emails
Solution
- Bornevia SaaS platform; team inbox,
analytics, and canned responses
Result
- Faster team onboarding (setup within
hours) due to simple UI/UX.
- Productivity improvement due to
canned response.
- Detailed insights on team KPIs
“With Bornevia, we've improved a
lot in reducing response time and
being a more data-driven customer
service team”
- Ignes Pricilla, CRM Lead
Bornevia case study

14. Problems
- Need a email helpdesk solution
that can be deployed for large
number of agents very quickly
Solutions
- Bornevia SaaS platform; team
inbox with email integrations
Result
- Over +120 agents added in less
than few weeks operation
- Streamlined all support emails
across teams
“We really admire Bornevia for its
great product and customer
support”
- Amit Singh, Lead Analyst
Bornevia case study

15. Problems
- Need to handle overflowing food
catering orders and questions from
twitter and email with a small team
Solutions
- Bornevia SaaS platform; team
inbox with email, twitter
integrations
Result
- Reduce closing time on orders
- Improve team communications
when handling orders
- Hundreds of order-handling/day
with team of 4 people
“The platform lets us scale our
customer service operations
easily”
- Nanda Rivai, Head of Support
Bornevia case study

16. Thank you
More questions? contact@bornevia.com