Customer Care

Channels

Customer Care

Our robust integration capability will empower your customer service teams to be an extension of your marketing efforts. Enable every representative to have meaningful dialogues, capture critical information, and inspire personalized follow-up communications. You will gain access to a true 360° view of each customer including online and offline contact history, configurable workflows, activity tracking and automated triggered responses.

Key Benefits

Automatic Customer Feedback Routing

Make the input from your consumers effective and empowering.

  • Automatically trigger feedback surveys after every interaction
  • Schedule follow-up steps dependent on responses
  • Ensure negative feedback gets rapid attention and positive feedback gets shared with marketing

Robust Assignment and Distribution Rules

Set very granular permission controls for every level of your team.

  • Ensure the right tasks are routed to the right representative - while also maximizing workflow efficiency.
  • Restrict information access based on role

Customer Queue Dashboard

Empower each of your reps to log in and see specific tasks waiting in their queue. 

  • Gain the insight to effectively manage your reps' queues
  • Gauge performance with triggered notifications based on late follow-ups, access oversight reporting, and other key data points

Customizable Agent Forms

Customize the information that's editable by each agent. 

  • Create forms to guide them to collect required information during each consumer interaction
  • Automatically push out changed content to your field the next time they log in
  • Offer different forms associated to each agent by managing permissions.

Full Business Process Management (BPM) Support

Easily integrate BPM components into any marketing flow to allow people to evolve from one state to another. 

  • Set parameters for when individuals go through different processes via interaction with an agent or an automatic trigger by a predetermined event
  • Empower agents to view and update a contact’s record – or to push him or her into the next state