Vivantio AI
AI across your whole service operation
Assist agents in the moment, deflect with smart self-service, and turn service data into insight — not a chatbot bolted on.
Explore all Vivantio AIService Management
Automate & Configure
Assist agents in the moment, deflect with smart self-service, and turn service data into insight — not a chatbot bolted on.
Explore all Vivantio AISoftware companies that support their own product need a support operation that matches their product's quality — structured case management, SLA tiers, knowledge and customer self-service — that scales as the customer base grows, without scaling headcount proportionally.
Demo built around your product support structure. ~30 minutes.
Software companies and technology vendors using Vivantio
Software companies need a support operation that grows alongside their product — not one that requires proportional headcount increases with every new customer tier. Vivantio delivers structured product support with the automation, knowledge and self-service to scale efficiently.
Vivantio's built-in CRM tracks every customer account — open cases, case history, product version, contract tier and contacts. Cases are automatically prioritised based on the customer's SLA tier — standard, premium or enterprise — with agents seeing the SLA status on every case.
A high proportion of product support queries are answered by documentation. Vivantio's knowledge base and customer self-service portal surface answers to customers before they raise a case — and suggest known issues at the point of ticket submission, deflecting cases that don't need human intervention.
When the same product bug generates multiple support cases, Vivantio lets you link all affected cases to a single known issue record — so when the fix is released, every affected customer is notified automatically, without agents manually closing each case.
SLA tiers, case management, self-service deflection, automation and reporting — all included in your Vivantio licence. Support more customers without proportional headcount growth.
Standard, premium and enterprise tiers — each with separate response times, escalation paths and reporting.
SLA performance, resolution trends and CSAT scores — per product, per customer tier, per period.
Auto-route by product, tier and case type — so your best engineers handle the highest-priority cases.
AI answer suggestions at the portal reduce case volume before tickets are raised — across your entire customer base.
Track the product version and licence details on every case — so agents have full context before they respond.
Vivantio's FLEXBridge connects to CRM, issue trackers, communication tools and more — no code required. Salesforce, Jira, Teams, Slack and hundreds more.
Vivantio is configured around your product, your customer base and your SLA model — not a generic support template. Most software vendors are live and handling real cases within three weeks.
Vivantio is built for the account-relationship model of B2B software support — where history, context and SLA tiers matter more than throughput.
We ditched a 3-year development project in Dynamics with multiple full-time on-staff developers and replaced it with Vivantio in 3 weeks.G2 Review · Verified User
Software companies using Vivantio for customer support can expand to internal IT and operations on the same platform — no separate tools.
We evaluated 8 different vendors, and Vivantio was our number one choice. It's full-featured, has all the solutions we needed in one place.G2 Review · Verified User
Vivantio's team has extensive experience with software company support operations — they'll configure the platform around your product model, not a generic template.
I've worked in IT for 35 years, and I cannot think of another vendor that gets support so right, so often.G2 Review · IT Professional
Vivantio gives software companies a structured support operation for their product — case management, SLA tracking, knowledge base, customer self-service and automation — that scales alongside growing customer numbers without proportional headcount growth. It's designed for B2B software support, where account context, case history and product knowledge matter as much as ticket volume.
Zendesk and Freshdesk are optimised for high-volume consumer-facing support. Vivantio is built for B2B support — where account relationships, SLA tiers, product version tracking and case history matter. Vivantio also covers internal IT and operations on the same platform, so software companies don't need separate tools for customer-facing and internal support.
Yes. Vivantio lets you link multiple customer cases to a single known issue or bug record. When the fix is released, all affected cases can be automatically closed and customers notified — without agents manually resolving each case individually.
Yes. Vivantio supports per-customer SLA tiers — standard, premium, enterprise — with each tier having its own response and resolution targets, escalation rules and reporting. Agents see the customer's tier on every case and cases are automatically prioritised accordingly.
We'll show you how Vivantio handles B2B product support — SLA tiers, knowledge, self-service and known issue management — configured for your customer model.
