Optimize your customer support with SURE
With consumers still preferring the voice channel when they need support, one of the top reasons for their dissatisfaction is having to wait in queues. Our solution is a unified phone & chat system perfectly blended together, that routes inbound calls to alternate channels of live chat support (preferred channel WhatsApp Business), thus handling high volumes of customer calls more efficiently, while improving CSAT & ESAT. Moreover, it provides the customer with a viable alternative for issue resolution and significantly reduces the abandonment rate.
multilingual
& multi-channel solutions.
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1
Why us?
With over 18 years of experience in local and international accounts, across many industries and types of consumers, we are now bringing our expertise and insights gained to an in-house solution meant to increase both customer and employee satisfaction, while reducing your costs. Over the years we came up with solutions to streamline the experience on each channel, but now we have interconnected voice and text to deliver a solution that can be applied to various industries that deal with waiting times and high or irregular volumes (E-commerce & Retail, Telecommunications, Financial Services to name just a few).
2
How does it work?
This hybrid solution is based on connecting a voice IVR to a live chat solution. Each incoming call is placed into a queue and is then routed to an advisor or group, based on the customer option to move on live chat, instead of waiting for an agent to take the call. The solution becomes very useful, especially with consumers who nowadays expect businesses to be agile and get an immediate response to their problems. Live chat support is a complementary solution in case of long waiting queues, and it successfully incorporates the natural shift of consumers to texting into the customer experience.
3
Do you want to reduce waiting times?
Adding a live chat solution as a complementary channel will not only reduce waiting times by 30%, but it will also reduce call volumes while increasing customer satisfaction and adding diversity to your contact channels. Agents can only deal with a customer at once by phone, while a live chat solution can also be partially/fully automated, and multiple chats can be handled at once. For customers, being able to choose while waiting in the IVR is a viable alternative that shows your eagerness to help and walk the extra mile in client service.
