Conversational interfaces are here to stay. When using automation or choosing to self-serve, customers want to interact with interfaces that are natural and intuitive, adapting to them rather than the customer adapting to the technologies’ constraints.
ChatBots works across channels and assists customers using Natural language.
247 Cxchat is a cloud application built for Contact Centres to enable customer service agents to easily have live two-way conversations with customers across SMS, Facebook Messenger, Twitter, Web and Email, working alongside existing voice channels.
What makes 247 Cxchat so effective is that it provides a single conversational view across all communication channels in one place. Leading businesses, BPO’s and Contact Centre Solution Providers are using 247 Cxchat today to increase agent productivity, reduce inbound Contact Centre traffic, and differentiate their customer service experience.
Threaded views and delivery receipts
Intuitive threaded conversation views along with delivery receipts allow agents to act quickly and effectively
Case management through centralised ‘Q’
Centralized queue lets agents handle multiple cases at once leading to higher agent efficiency
Multi-channel through a single interface
Out of the box support for SMS and Facebook with capability to quickly add WhatsApp, Twitter, In-App and Email ensures all customer touch points are always covered
Agent initiated or Customer initiated contact
Cases can be created by agents or by inbound messages from customers –so no customer is left without help
Real-time reporting and dashboards
Team managers have access to real-time dashboards allowing to take appropriate actions. Downloadable reports allow further analysis to be carried out to improve customer services.
Templates driven, profanity filters and alerts
Supervisors can define templates and lock them –making sure that all customer communication is controlled
Easy integration with existing systems
Rules & Events allow chat transcripts and customer data to be automatically or explicitly submitted to external CRM or CCI systems.
Manager/Supervisor & Agents views
Managers and agents have customised interfaces allowing them to quickly access features that are relevant to them.