Why use a virtual exchange?
The virtual exchange allows you to choose a local telephone number for e-shops in each country or more numbers for individual countries, including colored lines. Calls can be monitored and have clear and detailed statistics on them or they can be recorded.
We recommend setting working and non-working hours on the line. You can also use the voice signpost or IVR, which directs customers to specific departments or people. For example,
the area of invoicing, complaints, etc.
Why use ticketing system?
The ticketing system / email or helpdeks will allow you to manage clearly and easily all communication with customers across all countries in one place, from all communication channels. Whether it is emails, calls, web chat or a contact form from the web. ticketing automatically divides communication into individual queues according to e-shops and countries. Each communication with the customer is recorded in one clear communication thread and if you also use the CRM module, you have all the communication and shopping history across all e-shops for the customer.
How to automate the sending of SMS messages?
By setting up automatic communication with customers, you save time for client line operators.
A very popular tool for customer care is the SMS connector. This is the automatic sending
of SMS messages, which is used in e-shops mainly to confirm orders or to send information about the dispatch of goods. An SMS message in the given language is sent for each market.
Why use Web Chat?
Web Chat is the standard tool for fast communication. Here it is important to have an overview of the completed web chats, to be able to quickly connect them with the customer and their order. When your e-shop addresses a customer in this way, you will see their current position
on your website, i.e. what they are currently viewing, so you can better respond to their questions or help with product selection.
What will Decision Chatbot help with?
Decision Chatbot is used to help a customer make a purchase on your site. This is an assisted purchase, in which Chatbot offers the customer variants and at the end of their communication the goods are ordered. In addition, Chatbot speaks as many languages as you need.
How to use IVR and how can it save you time?
If you decide to use the voice signpost for your e-shops, ie IVR, we would definitely recommend all e-shops use the Smart IVR, which can serve the customer in some areas without
the presence of an operator. It is most often used to verify the status of the order, when
the customer fills in the order number and thanks to the connection to the CRM or warehouse system, receives an immediate response to where their order is located and the expected delivery date. Smart IVR works 24/7/365, so it solves the request at any time and without waiting.
Which social networks are integrated
In addition to standard methods of communication, the contact’s ability can be extended with Facebook Messenger, WhatsApp or Viber. These will enable customers to communicate better, especially from mobile phones, where the current trend in shopping is largely shifting.