Join Forrester’s Kate Leggett to learn how to move from simply satisfying your customers’ growing list of needs to delivering great service. Register for the webinar: Tuesday, February 28 at 2:00 PM ET.
On any device, on your website and mobile apps, or through a messenger platform, customers have a consistent experience and continuous conversations. Our intelligent escalation features are triggered by factors such as history, current behavior, and cart contents, allowing you to systematically funnel your highest priority customers to a live agent.
Customers can easily and intuitively flow from text chat to a voice call to two-way video with an agent. SOS leverages your existing web and app infrastructure to route communications, reducing dependency on hotlines.
Customers have a single, fluid conversation with your brand, no matter who they talk to and what tool they use to communicate. Agents use the same interface regardless of channel, and benefit from continuity throughout customer interactions.
Capture valuable consumer data and pass it to your team of agents for a personalized experience without the need for customers to repeat themselves.
Connect with your consumers instantly and seamlessly in whatever channel they are using; there's no need for agents to jump from program to program.
Pick up the conversation right where your consumer is in the buying process, allowing for proactive communication, need anticipation, and higher site conversion.
Answer complex product and service questions that require visual assistance. Agents can demonstrate product features and respond to complicated questions with two-way video.
Leverage your existing web technology and connect consumers to your business line or call center via VOIP.
Engage consumers in friendly text chat conversations to better understand and address their needs as they navigate your website.
Address consumer roadblocks by offering personal service at just the right moment. Proactive service is a pleasant surprise for customers, answering their questions before they even ask them.
Configure your system to identify your most valuable customers and then prioritize agent availability to serve them first.