Many customers prefer to communicate by email. It offers the advantage of a clear audit trail, with time/date stamp evidence. Now you can give emails the attention they deserve with intelligent email queuing, predefined reply templates, skills-based routing and more.
Social media sites such as Facebook and Twitter let your customers share their opinion and experiences with their friends / followers. Find and respond to social media conversations related to your brand or organization, recognize and reward positive comments and efficiently manage negative comments before they can do any real harm. Now it’s easy to monitor activity and respond appropriately.
Text messages are handy for appointment reminders, competitions, promotions and surveys. Your contact center can be optimized to send and receive SMS communications efficiently.
Online customers can request a text chat with the individual or department who’s best-equipped to help. Alternatively, they can simply click on an icon to request a callback from an agent.
Online customers can also simply click on an icon to request a callback from an agent, reducing customer frustration by making the process effortless for the customer.
Faxing is still alive and well in many industries. Fax queuing improves the access, control and security of fax communications, plus there’s no need for paper archiving – all faxes are converted into images for easy storage.
The technology is available for you to communicate with your customers face to face. Video chat allows companies to re-create the in-store or personalized experience in a way that’s convenient for the customer.