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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.

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Astute SOS™ icon

Astute SOS™

Interact on their terms, not yours.

Customers want friction-less transitions from channel to channel. SOS seamlessly spans chat, voice, and video – on any device – without customers needing to retell their story.

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WHAT MAKES US BETTER

  • All the right places at all the right times.

    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.

  • Go with the flow.

    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.

  • More context means less frustration for all.

    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.

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One-Click Escalation That's More Than Smart

PRODUCT FEATURES

  • IN-CONTEXT DATA TRANSFER

    Capture valuable consumer data and pass it to your team of agents for a personalized experience without the need for customers to repeat themselves.

  • IN-APP ENGAGEMENT

    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.

  • WEB/MOBILE REAL-TIME ENGAGEMENT

    Pick up the conversation right where your consumer is in the buying process, allowing for proactive communication, need anticipation, and higher site conversion.

  • CLICK TO VIDEO

    Answer complex product and service questions that require visual assistance. Agents can demonstrate product features and respond to complicated questions with two-way video.

  • CLICK TO CALL

    Leverage your existing web technology and connect consumers to your business line or call center via VOIP.

  • CLICK TO CHAT

    Engage consumers in friendly text chat conversations to better understand and address their needs as they navigate your website.

  • INTELLIGENT ESCALATION

    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.

  • ORCHESTRATED AGENT AVAILABILITY

    Configure your system to identify your most valuable customers and then prioritize agent availability to serve them first.

Get smarter about real-time interactions. Request a Demo