Customer Service Software for a Messaging World
Increase Speed and Scale of Quality Care with Integrated Automation & Live Agents
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Customer Care No Matter Where
- 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
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