Deliver a sublimated experience and meet customer expectations via Eloquant’s omnichannel contact center solution, which guarantees a consistent, seamless experience, whatever the channel used.
Voice, digital and emerging channels in a single tool.
Qualify before making contact with a chatbot or callbot.
Assist your agents in their responses thanks to AI.
Suggest the interaction channels your customers prefer.
Guarantee efficient e-mail response processing, and reduce response times and operational costs: contextual routing, AI to assist in responses, complete interaction history, sentiment analysis, and real-time statistics and data…
Engage your customers at any point in a web journey with behavioral targeting, segmentation, product pages, use AI with a chatbot to qualify needs and retrieve contextual information.
Be reactive in responding to messages sent from social networks Facebook, Instagram, X, to avoid buzz and deal quickly with any dissatisfaction.
Offer to interact on emerging channels, such as Whatsapp, Instagram Direct, Messenger….and appeal to younger generations: asynchronous or real-time conversations.
Ensure a quality response, with no spelling or grammatical errors.
Distribute interactions according to your business rules.
Detect the tone of the message thanks to artificial intelligence.
Monitor and manage your performance indicators in real time.
Get a complete history of previous customer interactions.
Deploy a centralized view of all your digital channels.
Support your agents with artificial intelligence.
Take advantage of behavioral targeting based on the customer journey.
Manage the right to process a channel by agent, according to their skills.
A unified, centralized platform to manage, orchestrate, measure and analyze conversations with your customers. Listen to the voice of your customers and act in real time on the drivers of satisfaction or dissatisfaction to improve the Customer Experience.
Are you intrigued? Need to know more before taking the plunge?
An omnichannel solution is an integrated system enabling companies to communicate and interact with customers via a variety of channels. This includes digital channels such as live chat, social networks, e-mail and websites, as well as traditional channels such as phone calls.
Omnichannel communication means offering and using multiple channels to interact with customers in the same conversation in a seamless, unified way. It differs from multi-channel interaction, where each channel operates independently.
To implement an omnichannel contact center solution, it is essential to carry out an upstream audit of your customer relations:
To guarantee a consistent customer experience and efficient customer service, you need reliable solutions that meet the specific needs of your organization and its customer relations strategy. A tool with the right functionalities and the right centralized interaction channels, monitoring and steering activity and performance, but also ensuring that teams are trained in customer culture. The human factor is of paramount importance. Customer service employees are often your brand ambassadors, being the first line of contact between your company and your customers. They need to be trained in tools and best practices.
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