Streamline Support Across Channels
Multichannel support doesn’t have to be difficult. Centralize customer conversations, agent activity and CRM data into a single platform for faster resolutions and higher customer satisfaction.
70%
Faster responses
with automated messaging and
canned responses
40%
Faster resolutions
when on-point routing assigns the
right agent for each issue instantly
2x
Better CSAT and NPS Scores
when improved response and resolution times boost customer satisfaction
INBOUND CONVERSATIONS
All Your Channels in One Place
Yes, really. All your channels.
> Consolidate Instant Messaging
Juggling between WhatsApp, Instagram, Viber, Telegram, LINE and multiple Facebook Pages? Organize messaging into a single inbox, analytics stack and automation engine.
> Retain Conventional Contact Points
Still need to maintain relationships over SMS, email and webchat? Add all your existing channels to work seamlessly together with instant messaging.
> Integrate Specialized Channels
Have unique channels for your business niche? Add regional messaging apps, e-commerce platforms or others to work together with the rest of your support infrastructure.
WORKFLOWS
Conversational Support via Automated Workflows
MESSAGING INBOX
The Ultimate Inbox for Agents and Managers
Whether you’re resolving issues or supervising agents, we have the tools for you
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Maintain Context Across Channels
Have customers communicating across instant messaging, web chat and email? Merge those interactions into one continuous story to give your agents the context required to resolve issues.
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Supervise Conversations in Any Scenario
Monitor high-value customers, agents in training or select teams by creating custom inboxes and intervene only when necessary during conversations
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Standardize Responses to Common Queries
Ensure quick and precise messaging with canned responses for frequently asked questions, freeing agents to address critical customer cases properly
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Prebuild Automated Processes for Agents
Reduce agent error for processes like shift transfers, support escalation or even refund requests by automating decision-making with workflows that can be launched at a click
Use Your Existing Ticketing System
You don't always need tickets to resolve issues. But if you do, connect your external help desk software and create tickets without leaving the platform.
ANALYTICS
Supervisor Dashboard
A day-to-day dashboard for managers to pick up on conversation or
agent anomalies at a glance. Identify conversations that have been on
hold or unresolved for too long, and monitor agents’ performance and
workload in real-time.
ANALYTICS
Reporting & Analytics
Gain long-view perspectives on team and messaging performance. On a single page, learn which agents are exceeding expectations and monitor conversation response and resolution time trends to keep support ratings high.