Customer Support Management

Reduce call centre demand through automation

Customer Support Management

An influx of support requests can be difficult for any organisation to handle, often leading to lengthy call queues and disgruntled customers. Boomerang's instant messaging solutions for service desk support, allow an organisation to make different support channels available to customers, alleviating demand on call centres and prioritising support requests based on their urgency. Support requests are handled via pre-defined user journeys that serve to elicit the customer's specific problem, and where viable (for common or recurring support requests), provide a solution. Furthermore, urgent requests can be prioritised and passed directly to an agent. With customer retention such an important part of an organisation's existence, a solution delivering such customer quality assurance, is a real advantage.



  • Automated support tool to reduce pressure on call centres
  • Reduce customer wait times and frustration with queues
  • Provide customers with convenient support channels allowing them to control the pace of engagement
  • Reduce operational overheads and benefit from a 24/7/365 support service
  • Use intelligent reporting analyse customer behaviour


  • Build automated customer journeys for different support topics
  • Accept incoming support requests via SMS, Email or IVR (other channels to follow)
  • Manage urgent on critical queries via instant divert to agent
  • Provide access to frequently requested information (e.g. location, opening times)
  • Resolve customer support requests through automated engagement
  • Immediately divert urgent or critical inquiries to relevant staff
  • Allow customers to set call back requests
  • Divert reports of customer engagement to relevant teams based on the support topic

How it Works:


Step 1

Define the customer journeys based on a series of questions and answers relating to different support topics


Step 2

Build the customer journeys using Boomerang's Triage software


Step 3

Publish the additional support channels to customers allowing them to engage via their preferred method (e.g. SMS, Voice)


Step 4

Customers submit a support request to pre-defined Triage, receiving a series of questions based on the answers provided. Where required, customers can set an automated call-back or direct transfer to an agent.


Step 5

Report for each individual customer engagement provided to the agent pool via email or CRM system. Agents communicate with the customer from their email client or CRM to resolve outstanding issues.

Working with Boomerang has provided our clients with a robust 2-way messaging solution which, when integrated with Oneserve’s service management solution, automates the communication with their customers and improves the efficiency of their service.

Adam Thompson

Chief Solution Officer, Oneserve

Because of the nature of our end-users, their communications skills and platforms are variable; we therefore, need to have a number of channels open to claimants. SMS is proving to be our most effective method of communication.

Ian Clarke

Operations Program Manager, Capita PIP

Boomerang gave the opportunity to rapidly evaluate participants’ responses to messages and respond quickly to messages that failed to provide value to participants. The latter aspect is of particular importance for actively engaging patients with their healthcare enterprise.

James S Khan

Chair of the UCSF Research Administration board

The Boomerang intelligent SMS communication solution allows restaurateurs to quickly communicate with its customers without human intervention; bookings are confirmed in an instant enabling owners and managers to see real-time reservation updates.

Mike Edworthy

Service & Sales Director

The only software that we could find in the market that uses unique open SMS technology to manage all database updates and subsequent actions automatically.

Stephen Edwards

EMEA Project Manager