Manage every inquiry in one place. Across SMS, social media, WhatsApp, live chat, and apps—get a unified view of all of your customer service channels and never keep a message waiting.
Put customer data at your fingertips. Anticipate people’s needs and solve complex problems faster by integrating customer data from chatbots, CRMs, and agent interactions in a single dashboard.
Work smarter with reporting and intelligence. Seamlessly collect feedback, set customer service level targets, and distribute CSAT surveys to get immediate insight into what’s working and what isn’t.
Keep it personal, even at scale. Customize bots and bring in automation to handle overflow and get context to your customers without overwhelming agents or keeping people in line.
Find all customer inquiries by monitoring your social channels and mentions about your brand across global and regional networks.
Assign and tag posts automatically so messages reach the right person or team for a quick and efficient response.
Reply seamlessly with pre-approved responses or integrating with your CRM and help desk solutions.
Track efficiency through the time and number of touches it takes to resolve inquiries—by individual, team, or region.
Respond quickly to customers using chatbots and ensure messages requiring further assistance are seamlessly handed over to a human representative.
Resolve issues faster by setting up automated rules and keywords to triage incoming posts.
Avoid duplicate responses by assigning messages to specific people or teams.
Improve customer satisfaction with social customer service training and social media education for your reps.
We saw very quickly that people really appreciated that a brand talked back, that we listened to our customers, we listened to their problems and we tried to help them.