Do you know who's calling?
With social media, chats and emails, phone support is still the preferred channel when customers want to resolve something quickly. Impel's comprehensive Voice solution focuses on providing a great phone experience for both customers and agents.
With Impel's integrated Voice solution, you can:
- Enable your agents to greet customers by name, establishing an immediate rapport
- Enable customers and agents to connect on a personal level building better relationships
- Enable customers to get top priority and immediate attention building long-term loyalty
- Make it easy for customers to get help, showing them that you have their interests in mind
- Give agents a single sign-on eliminating a significant point of frustration for the agent and the caller
- Speed up call handling by keeping all related customer data, including recent transactions, tickets, conversations available as tabs or as a single scrollable page
- Enable fast call handling by giving agents "buttons" to do related things such as adding new orders or tickets
- Keep the agents life simple, let Impel do the heavy lifting. For example, if refund processing needs someone's approval, set a workflow rule, that will let that someone know that a refund is due, without getting the agent involved in follow-up
- Make your call center multi-channel - Calls, Emails, SMSs all within one integrated system
- Look at all your data in ways that make sense for you - charts, graphs, pivots, exports - all available in Impel.