Omnichannel experience

Hornbill makes it easy to manage employee interactions across all channels

Give employees a seamless experience across web, mobile, email, phone, walk-up, and social channels. Hornbill ties together interactions to give you a complete view of employee interaction—in a single pane of glass.

Choice of channels to suit your employee's preferences and context

Unified web and mobile portal, accessible 24x7, from any device.
Phone support, web chat and walk-up when they need one-to-one support.
Integration with enterprise collaboration platforms like Teams lets employees interact without changing apps.
Total freedom to switch channels at any time.
And as an Enterprise Service Management solution, if the employees's ticket needs to be transferred to another department, it crosses over with the full history. Support continues seamlessly for the employee.

Omnichannel service experience

Fit the employee's context

Let employees choose the channel that's right for them, right now. Web portal when they're at their desk. Mobile app in the airport. Phone when they have really need to speak to a human being.

Switch channels freely

Employees are never restricted. They can log an issue in their enterprise collaboration app, check status on their smartphone app, and open a live chat to escalate the priority.

Omnichannel employee view

To ensure employees get a seamless experience, service desk analysts can see a full history of interactions and information gathered. They'll never need to ask the employee the same question twice.

Why Hornbill...

It does everything you would expect from a service management tool and more. Everything it does it does well. It is quick to learn and easy to use."

★★★★★

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What Hornbill Does For You

Modernize the employee experience

Improve employee experience by offering a choice of channels to suit the employee's current context.
Use digital channels to divert calls from your service desk—reducing operational costs.

More about Hornbill ESM for CXOs

Better support for your teams

Choice of channel means your people get the service and support they need, whatever they're doing and wherever they are.
Improved employee productivity and employee satisfaction. Increased engagement and reduced staff churn.

The right digital support experience reduces service desk calls

Reduce service desk calls by deflecting demand to digital channels.
Improve employee satisfaction ratings while reducing operational costs.
Powered by a 360-degree view of the employee and all interactions.

Safe path to success. Guided by experts.

Relax. We've done this before.

Assess your employee's preferences

Get to know your employees, their working contexts, and their personal preferences. Identify which channels they prefer, and which would deliver the most value most quickly. The needs of the employee must come before pressure to reduce operational costs. We'll guide you through the process of setting out an omnichannel support roadmap.

Execute your omnichannel roadmap

We'll help you build-out your new channel capabilities and drive mass adoption through pro-active communication with employees.

Measure and improve channel performance

Each channel is a part of the overall employee experience, which must constantly improve to keep up. Hornbill offers detailed reporting and analytics to fuel continuous improvement of the omnichannel experience.