Smart communication between office and field staff

connect with customers and field engineers

To keep up with advances in technology and social media trends, many manufacturing businesses are expanding their communications channels to optimize their customer support and field agent interactions. However, when deployed incorrectly, these additional channels can create extra work for your service agents and confusion for your customers – best intentions that result in inefficiencies and frustration.

Webchat and other communication channels
The platform supports many different communications channels, also known as touchpoints. Webchat from your external or internal website, voice, or social media channels like Facebook and Twitter, are all available, allowing your customers and partners to communicate with you in whatever way they find most convenient or appropriate for a given situation. This allows you to maximize your critical interactions without overloading your customer service agents.

WhatsApp for Teams
The integration of WhatsApp and Microsoft Teams enhances your communications by allowing interactions to be easily shared and routed to the most appropriate agent or group. Your customers can use their smartphone to send messages, photos, and videos directly to your technical staff in real time, avoiding the delays, file limitations, and potential security concerns of email.

Always available
Automated services allow you to provide meaningful and instantaneous customer support regardless of staffing hours, holidays, or time zones. These best-of-class “chatbots” provide a natural language frontend to your existing FAQ database which is fast, convenient, feels personal, and delivers only relevant answers.

Meet Now!
Sometimes a support situation is hard to explain via text and voice or video would be more appropriate and efficient. The “Meet now!” functionality enables direct voice/video conferencing between your customer and your service agent. No additional software is required on the customer side to establish a connection.