Personalized Customer Interactions

Every time customers need support, they expect individualized attention from the servicing staff. Via Salesforce telephony integration, agents obtain full customer profiles, which they can access throughout calls. Through the system they have access to personal purchase records together with previous communications and tailored requirements, and other important information.

By enhancing agent operations this method results in enhanced quality of support services:

1. Before answering calls agents receive all necessary information through contextual conversations. The meaningful and effective communication results from this type of interaction.

2. Customer support agents using the data in hand can find solutions more quickly without needing to request information repeatedly.

3. Salesforce displays a complete history to agents who support different customers through their interactions. This ensures consistent service quality.

4. The 360 SMS App simplifies the personalization process. The system gives agents the ability to adjust their interactions for delivering supported solutions which enhances customer satisfaction.