The customer journey Channel allows to constantly monitor the situation. Discover how the client interacts with agents.
XCALLY governs the various communication channels opened by a company and to which the customer can turn to receive information and find answers to their needs. This system is ideal for companies that can use it to have a constantly updated cross-section of the situation and to keep an eye on the various activities and specific interactions, collecting the information of the consumer with whom you have come into contact.
The container is easy to use, extremely intuitive and ductile. In this way, it is possible to map the customer journey of the customer, the path he has followed throughout his interaction with the company. All interactions from any channel are stored in the Customer Journey, which can be accessed from the "contact management" or from the "interaction list". Whenever an operator manages an interaction, the history of activities performed by that specific customer can be shown in a timeline.
Each contact will have a different color depending on the channel that is used and can be opened by clicking on it.
You can make all the desired selections using the filters available, so as to have all the information you need in a simple and fast way, easily understandable and convenient for each use.
For each interaction, Agents can get the Customer details, interaction details and Customer Journey across all channels.
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