Today customers expect to communicate with companies using different channels and devices. For example they may contact you by email, then on socials and finally they may call to talk with an operator, which needs to know all the previous interactions the customer had, in order to avoid the repetition of information and frustration.
Omnichannel communications are a great opportunity to improve your customer experience. When you collect information from different channels an treat those interactions as unique, you are working towards the increase of customer satisfaction.
What are they saying about Omnichannel out there?
XCALLY can manage customer interactions coming from phone calls, e-mails, web chats, SMSes, MMSes, Facebook, Twitter, WhatsApp and other social media platforms. Our technology allow us to integrate all those communication channels in one single interface.
And our Open Channel API lets you connect with any communication application out there that works with web services.
Using our Omni Channel Desktop Interface agents are able to easily manage all these interactions and keep track of the Customer Journey.