Your agents will have preset answering templates to provide consistent answers regardless of who the assigned agent is, without any spelling mistakes and consistently showing a standardized image of the company; all this while dramatically improving the response times and the agents’ productivity.
With evolution, you will run a smarter analysis of the incoming mail in order to provide automated responses and reduce the number of inquiries by the agents; furthermore improving the rate of first call resolutions.
No doubt, the chat is the fastest and easiest way for your clients to contact you, even to ask for face-to-face support to buy a product from your e-commerce.
Then, assess the service at the end of each conversation and detect where you need to improve, having the customer’s feed-back in real time.
Evolution offers an open architecture and user API that enables exchange of information with third party applications. Transmitting relevant information from a multi-channel to your business applications, whether they are CRMs or ERPs, in order to determine the value of a customer or to enhance up-sales as well as cross sales.
The ability to integrate applications and existing corporate data bases allows protecting investments made in these infrastructures and enhances their potential.