Web Customer Care

The state of art in digital customer experience

Use real time and not real time (asynchronous) channels to drive the best possible experience to your online clients

Thanks to years of experience and tuning, we designed the best customer service solution to interact with digital customers regardless of the device with a seamless experience and a simple transition process from a channel to another.

Single Agent Experience: all the communication channels are managed by the agent inside a single agent desktop: email, SMS, chat (real time or persistent), audio, video and collaboration

Customer details at a glance: all the information of the customer are available at a glance: his geolocation, the information about his activity on the web portal, the history of the conversation and a view on his profile.

Service transfer or expert transfer: if needed, the conversation can be passed to a different team or to a personal assistant (in the shop, branch or wherever you want) deciding whether or not to send the attached data, the customer’s profile and the history of the conversation

Integration with the Chatbot: receive contact from the conversational engine [inserire link a pagina di soluzione] with all the activities done by customer in the Chatbot, as well as you’re receiving from a colleague

Integration with CRM: it is possible, using our SDKs or using the follow up feature, to set up from simple to very complex integrations with CRMs, in order to have the best possible and faster agent experience

Integration with Contact Centre: Eudata WCS simply connects external Contact Centres technologies. For Cisco (UCCE, PCCE, CVP or UCCX), Genesys and Avaya, we provide standard connectors that let the CTI control routing, reporting and agent status. For other technologies we have SDKs that can be used for custom integrations.

Configuration of customer’s UI based on the process you need to set up: not only on graphic, but authentication, back end and CRM enquiries

Reporting: use KPIs to monitor and improve your service. Drill down to a single conversation to find each detail about every interaction

One time design: the opportunity of designing a service once and deliver it to Web, Mobile Web and Mobile Application
Integration with Proactive Engine to engage online customers intercepting their needs

Usage:

  • Customer support
  • Click to talk, click to chat
  • Help Desk
  • Inbound marketing campaign
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