Automatically capture, sync and store every customer interaction
Don't rely on manual updates to corporate communication. Automatically capture, sync and record customer interactions to corporate databases, archiving systems, surveillance systems and CRMs for full control and governance.
Employees and customers communicate across more channels, and the lines between personal and professional channels are blurring. Every customer communication must be captured, available and actioned. All customer interactions must be in-step with corporate governance and visibility requirements.
Ensure entire customer history is readily accessible
Customer records must include conversations on employee’s personal devices and should be easily accessible for auditing sales and service.
Easily categorize every interactions within corporate systems
Every interaction is easily accessible for the relevant corporate teams. Sales, service and compliance teams can see conversations categorized under the customer with detailed information, relevant categories and descriptions.
Provides customer context to help employee conversations
Ensure employees have all relevant customer information available when they are chatting with customers - like recent transactions, open enquiries and customer statuses - to pick up the conversations from a position of knowledge and familiarity.
Automate procedures so issues are brought to the right people and processes. Build visibility systems that don't rely on ‘best efforts’ alone. Use technology to escalate so no customer ‘red flag’ is unattended.
Set rules for where customer conversations are synced: to CRMs, sent to archives, to 3rd parties or even initiate emails with documentation. Set procedures to match your organizations’ rules and regulations: nature of the conversation, customer type and sensitivity. Use triggers, terms and other rules to automate sync, storage and follow on activities.
Analyze customer trends with a real-time visibility dashboard
Full audit and monitoring of messages, conversations, data shared and more. Keep on top of trends and issues with a dedicated compliance dashboard. Use information to see organizational metrics and drill down into specific issues and teams.