SMS enables a customer service organization to add text messaging as a communications and support channel for attracting and retaining customers, at a lower cost than traditional channels.
Sales and Service Capabilities
Call back scheduling
Credit card payment
Customer satisfaction survey
Item ready for pick-up
Past due payments
Roll call system
WFM absentee notification
Chat provides real-time, live assistance to Web customers, offering a host of advantages that include enabling agents to proactively invite customers to chat or be reactive to sessions initiated by customers.
Customer service representative can manage multiple chat sessions simultaneously and select pre-defined responses from Knowledge Base.
Standard chat allows multiple simultaneous interactions per CSR.
Transfer chat sessions to another CSR, back to the queue or supervisor
Supervisor can n ow conference with CSRs, silently monitoring active chat sessions.
A web-API controls the appearance of the customer's interface.
Real-time text-based interactions are provided.
Dynamic invitation is enabled.
A web survey after session ends.
Transcripts of sessions are saved and can be emailed to customer.
Customers are informed of agent availability.
Customer-displayed messages during queue time.
Email enables CSRs or contact center agents to track, manage and respond to customer email inquiries with the same service.
Screening and content analysis Push and (Workbin) Distribution.
Real time displays
Spell check, add custom words
HTML email editor
Support attachment, interim reply, QA review, forward/make new email