Bonder – More Than Just Support
For several months now, we have been using successfully the new support tool Bonder for recording technical customer inquiries. The transition has brought numerous advantages: inquiries can be processed more quickly thanks to the intuitive user interface, ticket status is always traceable with full transparency, communication between support team and customers is simpler and more direct, and thanks to the optimized history, older cases can also be accessed any time.
Next Level Ticket & Phone Support
Now we are taking the next step: from now on, AI additionally supports us in handling ticket inquiries – for even more efficient processing and even better service quality.
As a customer, you benefit from:
- faster case processing, since AI directly provides our support staff with suitable solution approaches.
- greater clarity during the whole process, as tickets, SLAs, and a central knowledge base make the status transparent and reduce escalations.
- higher-quality responses across language barriers: the modern helpdesk AI detects languages, translates in real time, enabling thus seamless interactions in many languages – whether in chat, by email, or within ticket flows.
How AI supports Our Team
- through higher efficiency in ticket handling, as routine tasks such as summaries, classification, and response suggestions are automated, leaving more time for handling complex cases.
- with fewer tool switches and more focus, while central ticketing with SLAs, an integrated knowledge base, and “Ask an Expert” enable faster solutions.
In short: more speed, more quality, more reachability to the customer – no matter whether the ticket starts in German, English, Polish, French, or any other language.
Outlook: Realignment of customer information
In addition, our support team is currently working on realign all customer information processes, scheduled for implementation during the spring in 2026. In the future, support customers will be informed even faster and in more explicit way via Bonder. This will enable communication of any updates regarding product news, trade fair participation, events, etc. in a topic-specific manner without detours – clear, concise, and instantly available. This way, communication remains transparent and always traceable.
One more important note
As part of the transition to Bonder, we have set up a new email address for support inquiries:
Up to now servicedesk@mspos.net
New support@mspos.net
