Customer Interaction

As the content of chat, e-mails, and SMS, text is an increasingly important customer relationship channel. We offer advanced solutions for monitoring text conversations by rating their quality, rather than by random checks.

Our solutions can dispatch incoming messages to the right person and automate some of the answers.

E-mails as well as texting messages have become vital channels for customer relationship building. Whether they come from customers or prospects, and whether they are requests for information or complaints, merely replying on the customer support knowledge base may not always be effective enough. Operators are increasingly required to provide personalized responses. It is therefore critical to monitor the response components for any BPO that wishes to stop drift and provide their customers with high quality reporting that delivers politeness, product knowledge, and upside.

Similarly, in the 2.0 environment, chat is a natural channel for customer relationships because it allows direct contact with the customer. Faced with ever greater volumes, simply archiving exchanges is no longer enough. It is now absolutely vital for proper monitoring to ensure that the agent complies with the rules of politeness, is careful about his or her language, checks on the identity of customers, shows a good knowledge of the product, and provides effective commercial contact. Analysis can easily (in real-time or later) monitor the quality aspect of all agents beyond the level of simple quantitative statistics.