Offer an enhanced experience and meet customer expectations with Eloquant’s omnichannel contact centre solution, which guarantees a consistent and seamless experience across all channels.
Voice, digital, and emerging channels in a single tool.
Qualify before making contact with a chatbot or callbot.
Assist your agents in their responses with AI.
Offer the preferred interaction channels for your customers.
Ensure efficient email response handling, and reduce response times and operational costs: contextual routing, AI assistance for responses, complete interaction history, sentiment analysis, and real-time statistics and data…
Engage your customers at any point of their web journey through behavioural targeting, segmentation, product pages, use AI with a chatbot to qualify needs, and gather contextual information.
Be responsive to messages sent from social media platforms like Facebook, Instagram, and X to avoid any potential buzz, and address any dissatisfaction promptly.
Offer interaction on emerging channels, such as WhatsApp, Instagram Direct, Messenger… and attract younger generations: asynchronous or real-time conversations.
Ensure the quality of responses, with no spelling or grammatical mistakes.
Distribute interactions based on your business rules.
Detect the tone of the message thanks to artificial intelligence.
Control and manage your performance indicators in real time.
Get a complete history of previous customer interactions.
Deploy a centralised view of all your digital channels.
Assist your agents with artificial intelligence.
Leverage behavioural targeting based on the customer journey
Manage the right to process a channel by agent, based on their skills.
A unified and centralised platform to manage, orchestrate, measure and analyse conversations with your customers. Listen to the voice of your customers and take real-time action on satisfaction or dissatisfaction levers to improve your customers’ experience.
Are you intrigued? Need to know more before taking the plunge?
An omnichannel solution is an integrated system that enables businesses to communicate and interact with customers across various channels. This includes digital channels, such as live chat, social media, emails, and websites, as well as traditional channels like phone calls.
Omnichannel communication involves offering and using multiple channels to interact with customers during the same conversation in a seamless, integrated, and unified manner. It differs from multichannel interaction, where each channel operates independently.
To implement an omnichannel contact centre solution, it is crucial to first conduct an audit of your customer relationship:
To guarantee a seamless customer experience and efficient customer service, it is essential to have reliable solutions that meet the specific needs of your organisation and its customer relationship strategy. A tool with the right features and centralised interaction channels, along with activity and performance tracking and management, is crucial. It is also important to ensure that your teams are trained in a customer-centric culture. The human factor is of paramount importance. Customer service employees are often the ambassadors of your brand, as they are on the front lines of contact between the company and your customers. They must be trained in the tools and best practices.
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