Messaging apps, social media, web & mobile chat, and SMS all in one feed
Maximize productivity with smart automation designed to support agents
Reclaim agent time and enable genuine human-to-human conversations
Maximize Productivity
Real-time engagement for an on-demand world
Smart triage with quick identification, routing, and prioritization
Automate re-engagement with surveys and time-based messages
Free your team from routine tasks and enable more compassionate conversations
Smart Automation
Scale Personalization for Dynamic Customer Experiences
Customize business rules for auto-responses and chatbot engagement
Seamless bi-directional transitions between chatbots and humans
Slash operational costs with end-to-end automated workflows
Software Features
Technology designed to make quality customer service easy
Conversation Engagement
Smart Team Inbox – identify and annotate high-risk and high opportunity conversations for immediate follow up
Unified customer profile – build understanding of customer for more beneficial interactions through, full conversational history, CRM integration, and audience tagging and segmentation
Intelligent customer responses – ensure effective responses by optimizing public-to-private conversation transitions and accessing library of dynamic responses, including all native app rich media components (emojis, images, video)
Chatbot integration – enable first responder bots to answer routine tasks, saving team’s time for those that require more skill and empathy
Resolution Management
Prioritization and routing – quickly escalate and route conversation to appropriate team members
Auto-distribution workload management – enable even workload amongst team members through load balancing or round robin team assignments
Automation rules – customize to your business needs. Schedule auto re-engagement with VIP customers. Send satisfaction surveys. Close conversations after 24-hours of inactivity, and more
Agent Collaboration – Integrated team collaboration tools facilitates task and workflow visibility enabling efficient resolution at scale
Comprehensive Analytics
Conversational analytics – view popularity, sentiment and performance of customized content categories, such as intent to buy, and conversational trends/topics to better inform future interactions
Resolution metrics – measure time-to-resolution, first response time, and conversation resolution trends to gauge customer satisfaction
Performance measurement – evaluate team member performance with metrics like first response and resolution times, to foster continual improvement and team efficiency
It's time. Make your team more effective and start engaging on Messaging Apps.
