Collating multichannel comms for your call centre
Of course, with all these disparate methods of communication, it can be easy for some messages to get lost in the mix. If contact centre staff need to provide an update to a customer, it is time-consuming to expect them to check the company inbox for your various social media accounts, your corporate email, and so on, for messages from the client in question.
The solution is a call centre app that brings together all those communication strands, keeping each client's communications in one handy place. Every text message, phone call, email, and direct message is logged and time-stamped in a single chronological narrative, so you can follow your client’s journey from the very start. Call centre workers can know instantly what the current state of play is for the customer and what their expectations are. What’s more, your outgoing communications can be incorporated into the story, ensuring every member of your team has the information they need to progress a customer’s case.