Multichannel support doesn’t have to be difficult. Centralize customer conversations, agent activity and CRM data into a single platform for faster resolutions and higher customer satisfaction.
with automated messaging and canned responses
when on-point routing assigns the right agent for each issue instantly
when improved response and resolution times boost customer satisfaction
A single customer story containing every message, email, web chat and internal discussion. All the functionality you expect and some you won’t find anywhere else.
Yes, really. All your channels.
Juggling between WhatsApp, Instagram, Viber, Telegram, LINE and multiple Facebook Pages? Organize messaging into a single inbox, analytics stack and automation engine.
Still need to maintain relationships over SMS, email and webchat? Add all your existing channels to work seamlessly together with instant messaging.
Have unique channels for your business niche? Add regional messaging apps, e-commerce platforms or others to work together with the rest of your support infrastructure.
Support as a Competitive Advantage
Route by Shift
Route by Skill
Whether you’re resolving issues or supervising agents, we have the tools for you
Have customers communicating across instant messaging, web chat and email? Merge those interactions into one continuous story to give your agents the context required to resolve issues.
You don't always need tickets to resolve issues. But if you do, connect your external help desk software and create tickets without leaving the platform.
A day-to-day dashboard for managers to pick up on conversation or agent anomalies at a glance. Identify conversations that have been on hold or unresolved for too long, and monitor agents’ performance and workload in real-time.
Gain long-view perspectives on team and messaging performance. On a single page, learn which agents are exceeding expectations and monitor conversation response and resolution time trends to keep support ratings high.