The key to an effective customer service is focusing on the channels where your customers are. Know your customers and let them interact with you across their favorite channels!
Today customers expect to communicate with companies using different channels and devices. For example they may contact you by email, then on socials and finally they may call to talk with an operator, which needs to know all the previous interactions the customer had, in order to avoid the repetition of information and frustration.
Omnichannel is a great opportunity to improve your customer experience, if you collect information from different channels as a unique interaction.
Voice, E-mail, Web Chat, SMS, Facebook, Twitter and other social media platforms…Yeah, you may think that today there are too many channels… and you will need a lot of time and resources to handle them.
You can manage all your customers Interactions and keep track of the Customer Journey on a unique system, using the powerful XCALLY Omnichannel Call center solution and Open Channel API!
In addition to the already available XCALLY modules - Voice, Web Chat, E-mail, FAX, SMS - you can add as many channels as you need in just few steps, thanks to the powerful Open Channel tool, building and uploading plugins in XCALLY Motion.
Your Agents will be able to easily manage all the interactions, coming from several channels, inside a single Omni channel Desktop interface. No need to spend a lot of time for training!
Agents can access to the assigned Lists of the Contacts manager, a lite CRM useful to effectively handle interactions with customers. Agents can easily retrieve contact information, track their activities and quickly call them or start a dynamic script, for example for Customer Satisfaction.
All your customer interactions are stored in one place and they can be filtered by tag, status, account, date, agent.
For each interaction, Agents can get the Customer details, interaction details and Customer Journey across all channels.
This way you can deliver more efficient customer service!
Contact us to get a free quote of the XCALLY Omnichannel Contact center solution!