At Conduit we aim to continuously improve the services we offer for our clients. If you are not already providing a multi-channel support strategy for your customers we suggest you talk to us to help you remove low-value communications from the expensive and time-consuming voice channel in the contact centre.
Our multi-channel communications platform allows for self-service, off-line service and pro-active push service across all channels. A customer can choose their preferred channel of communication. All of our channel strategies are developed on a modular basis and each channel can be rolled out one by one.
We can provide the management of:
E-Mail
Web-Chat
Co-Browsing
White Mail
Fax
Our platform maintains a record of all interactions and provides a 360-degree view of all exchanges associated with the customer. The platform offers a unified customer history, whereby both customer service agents and supervisors have access to transcripts of all sessions, details of emails logged, etc., regardless of the channel of communication.
With customers increasingly turning to online search for information gathering on products and services as well as purchasing, it is important that you manage your customer’s interactions online and that’s where we can help.
With the rapid increase in communications by SMS, Conduit have developed a two way “txtcare” application that allows our clients to deliver real-time customer support via SMS. This channel provides a critical real-time link between multi-channel tools and voice communications.
The key features of this service are:
- Dedicated short code to route traffic. You can set the billing rate dependent on the requirement
- Automated responses. Using a database of FAQs we can automate many responses. Semi-Automated responses. Using our FAQ system we can “suggest” “pre-canned” responses for the agent and they can pick the answer they think is best
- Keyword. We can automate on exact keywords so that you could top up with a simple yes/no response system.
- Outbound campaigns. You can run outbound campaigns to lapsed users or to any group of individuals you wish to target (credit collection/small business etc). Customers can use simple one-word responses to reply to your offers.
- Full Audit trail and links with User Group. We can fully integrate with your user base so for security we can look up the CLI inbound and ensure it is a registered user.
Back
