Voice, chat, text/SMS, email, mobile messaging, online – Impel brings every customer communication together to form a complete picture of your customer’s history with you. Merged with your customer’s business transactions, Impel gives you a true 360-degree view of every customer. So you can provide consistent, seamless and personalized sales and service across all your channels.
Impel makes it easier for customers, companies and employees to communicate with each other. We enable a frictionless customer experience across all customer interactions and channels.
- Live with your customers, wherever they live. Customers expect service to be available when they want, where they want it. Whether they click on a Chat button in your mobile app or send an email to your support ID, customers expect a seamless response. With Impel, customers can contact you in the channel of their choice – separately or in parallel. With every single customer interaction directly linked to your customer record, give your customers an integrated cross-touch-point experience. Someone emails you, then calls you – respond intelligently, effectively.
- Recognize and acknowledge individual customers. Acknowledge your customer by name with Impel’s call pop-ups. Tailor your interactions based on your customer’s recent purchases and interactions across channels. Customers don’t want to repeat themselves to multiple agents, or make multiple contact attempts through different channels to get the right answers. Impel makes all of this possible right now.
- Operate as a single brand. Interact with customers across channels to establish a mutually beneficial relationship. If your customer moves from one channel to another in the course of a single customer service interaction, Impel gives you the ability to move with them. With Impel, you remove the barrier between separate silos of information from multiple channels to give your customer a consistent brand experience. Follow up an emailed service ticket with an automated Text alert. Remind customers about service or warranty expiration dates with automated emails.
- Show customers that you value them. Personalize offers and target products and promotions based on your customer’s previous history with you. Reward them for their loyalty and the depth of their relationship with you. Integrate customer interactions across business functions for a 360° view of your customer.
- Make customer service effective and scalable. Agents can handle calls, chats and mobile messages – all within one, integrated, easily-learned user interface. Your team becomes much more effective, allowing you to shift agents to high-volume channels as required. Since phone support is expensive, reduce the number of calls to that channel. Help your customers help themselves with a knowledge base, forums.
- Analyze effectiveness and productivity. Consolidating all your customer support channels into one system, tied into your business transactions, makes it possible to get metrics across channels and across customer transactions. So you can report on your support team’s success not just in terms of who's working harder but who is making the best contributions to things like repeat sales and customer longevity.
You know it’s all about building relationships. No matter what channels you choose to use in your customer relationships, Impel provides a helpful, positive, integrated experience that increases your mind share with your customers.