Help your customers help themselves. You can create personalized microsites where customers can manage their service tickets through desktop or mobile devices. Frequently asked questions are easily accessible, easing to expedite issue resolutions and question answering.
Tickets are managed both simple and dynamically. Our multilingual platform enhances collaboration, straightforward follow up & escalations and canned answers for frequently asked questions.
Repetitive tasks are automated. This alone drastically dynamizes the call centre operation and makes it easier to comply with SLA. Priority management is easy to handle with out-of-the-box skill or rule-based automation of ticket categorisation and distribution.
Virtual assistants and omnichannel chatbots are powered by NLU (Natural Language Understanding) and Machine Learning help not only keeping SLA and detecting deviations but also providing invaluable data for real-time and post interaction service analysis.
Customers satisfaction matters. Through their customer journey you can make sure that every stage complies with all your service standards and any deviation is promptly reported and handle appropriately. People do not expect you to be perfect but they expect you to know when you are not.
Compliance and quality is enhanced by omnichannel recording capabilities. You can follow a multi channel interaction from cradle to grave regardless of the customer or agents contact channels.