XCALLY Omnichannel Contact Center Solution
Why we love being an Omnichannel Contact Center Solution?
Because the key to an effective customer service is to focus on the channels where customers are. Know your customers and let them interact with you across their favorite channels.
Why OmniChannel?
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?
Aberdeen Group
Companies with extremely strong omnichannel customer engagement retain on average 89% of their customers, compared to 33% for companies with weak omnichannel customer engagement.
Aspect Software
Business that adopt omni-channel strategies achieve 91% greater year-over-year customer retention rates compared to business that don’t.
Zendesk
Over 35% of customers expect to be able to contact the same customer service representative on any channel.
Pricewaterhouse Coopers
By 2020, the demand for an omnichannel customer experience will be amplified by the need for nearly perfect execution
Omnichannel shoppers have a 30% higher lifetime value than those who shop using only one channel.
SDL
90% of customers expect consistent interactions across channels
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.
Agents can access to their assigned Lists within Contact Manager, a lite but powerful CRM, useful to effectively handle interactions with customers. Agents can easily retrieve contact information, track their activities and quickly call them or start a dynamic script, for example for Customer Satisfaction.
All of the customer interactions are stored in one place and they can be filtered by tag, status, account, date, agent.
For each interaction, agents can get customer details, interaction details and Customer Journey regardless of the channel where the interaction was held. This way more efficient customer experience is offered!