Features and Benefit
-
Real-Time Monitoring: Provides live monitoring to maintain service quality.
-
Performance Analysis: Identify areas of improvement through continuous evaluation.
-
Process Optimization: Ensure efficient operations with organized demand management.
-
Customer Experience: Make it easy for customers to access self-service.
Product
Features And Benefits
Features and Benefit
ACD
Direct incoming calls in the contact center with Automatic Call Distributor (ACD) to the right agent or to the relevant division based on certain criteria.
“ACD System Speeds Up Customer Response”
Round Robin Method Selection
This method is used to ensure that the allocation of incoming calls or tickets is distributed fairly and evenly among the agents.
Integration with Interactive Voice Response (IVR)
With this integration, ACD can direct calls based on the menu options selected by the customer when calling.
Increase customer satisfaction with ACD
Incoming calls will be directed to an agent with the appropriate skills, so that the problem can be resolved on the first call.
Features and Benefit
IVR
Interactive Voice Response helps your business manage high call volumes in an automated and efficient way.
“Speed Up Waiting Time With Keypad”"
Operational efficiency
Reduce operational costs by identifying customer needs and providing the right information, thereby reducing agent time and burden for repetitive inquiries.
Improve customer satisfaction
Customers do not have to wait long to be immediately connected with the relevant agent or division, ensuring their issues can be resolved quickly and efficiently.
Improved accuracy and consistency
Reduce the possibility of human error in providing information or processing requests through a voice system containing pre-recorded messages.
Features and Benefit
CTI
Transform your customer call interactions with Computer Telephony Integration (CTI) to improve operational efficiency and effectiveness in your business.
“Control Calls via Computer”
Call control in one dashboard
Agents can view customer information and start conversations without searching or manually entering numbers.
A more seamless customer experience
More personalized interaction with customers without having to repeat information that has been given before.
Manage integrated real time data and reports
Provide real-time reports on important metrics such as waiting time, call duration, and customer satisfaction levels.
Features and Benefit
Preview Dialer
Optimize the quality of interactions by providing more personalized and relevant services for customers to contact, without having to re-request information that frustrates customers.
“Preview Dialer For Planned Calls”
Improve the quality of interaction
Better preparation for agents to provide more personalized and relevant services. This reduces the chances of mistakes or confusion during the call as the agent already has a clear context.
Data synchronization
Integration with CRM systems ensures customer data and recent/updated interaction history makes it easier for agents to make outbound calls and conduct marketing campaigns with relevant data.
Priority setting
Prioritize calls based on certain criteria, such as urgency or customer value. Manage call queues and ensure important or high priority calls are handled first.
Features and Benefit
Call Recording
This technology allows you to monitor, analyze, and respond to every agent and customer conversation. This improved quality of interaction improves the customer experience and supports the long-term success of your business.
“Improve Communication and Customer Satisfaction”
Improve agent productivity and performance
Call recordings are used for agent training, which helps them learn from previous interactions to improve their communication skills.
Identify problems in quality management
Understand problems, identify areas of improvement, and make changes from call recordings to improve customer satisfaction.
Documentation and references
Call recordings provide documentation that can be referred back to when needed, such as in a dispute situation or for future reference.
Features and Benefit
Contact Management
Store contact data in a structured and organized system to improve operational efficiency, and optimize marketing and business communication strategies.
“Contact Management for Customer Relationships”
Facilitate collaboration between teams
Make it easy for teams from different divisions to share information and coordinate contact handling without switching platforms, creating opportunities and smooth business processes.
Optimizing marketing
More targeted marketing campaign execution with more effective segmentation, reaching relevant audiences.
Leave the manual behind with a contact management system
A contact management system keeps contact details centralized in one platform. You no longer need to search across multiple locations for the required information.
Features and Benefit
SLA & OLA
Service Level Agreement (SLA) and Operational Level Agreement (OLA) are two important things in service management that are often used to set performance standards and responsibilities in meeting customer needs.
“Ensure Services Meet Customer Satisfaction”
Feature comparison
The SLA specifies the problem resolution time between the service provider and the customer, while the OLA specifies the time for each division to support the SLA, both of which measure performance such as response and resolution time.
Email notification as breach handling
Automatic emailing from the system when there is a breach of the maximum handling time that exceeds the agreed upon time to respond and complete a task.
Ease of improving contact center performance
SLA and OLA as benchmarks to monitor and identify where to improve in achieving your business success.
Features and Benefit
FAQ
One of the features contained in the contact widget is FAQ (Frequently Asked Question) which is a collection of questions and answers that are often asked by customers.
“Instant answers for customers”
FAQ on contact widget
FAQ feature that can be instantly created according to your business needs. All in one platform, where you can add, delete, or revise questions and answers in real time without hassle.
Provides ease of customization
FAQ feature that can be instantly created according to your business needs. All in one platform, where you can add, delete, or revise questions and answers in real time without hassle.
Service efficiency
Customers who already get information from the FAQ in the contact widget, no longer need to be handled by agents, so agents can focus on solving more complex problems.
Features and Benefit
CSAT
With this Customer Satisfaction Score (CSAT) feature, you can analyze areas that may not meet customer expectations so that in the future you can make the necessary improvements.
“Measure Customer Satisfaction with Surveys”
Increase customer loyalty
Satisfied customers are more likely to become loyal customers and recommend the Company to others, thus increasing business opportunities.
Real time survey
When a customer finishes interacting via web call or web chat, the CSAT survey will automatically appear for completion.
Performance monitoring and operational efficiency improvement
Assist with performance over time and identify areas of improvement to gain deep insight into customer satisfaction.
Features and Benefit
Embedded Contact Widget
All in one contact widget for customers with complete features such as web call, web chat, FAQ, Email, WhatsApp, and e-catalog. All integrated in one platform.
“Easy communication via Contact Widget”
Integration with Chatbot
24/7 access that provides automated bots that can answer common questions or guide customers when contacting outside of business hours.
Category and Sub Category Features
IVR alternative when chatbot is inactive, customers can select a category to directly connect with an agent as needed.
E-Catalog product display
Customers can see promotions, discounts, or products when contacting your business through an integrated contact widget, accessible on mobile, PC, laptop, and tablet.
Optimize Your Customer Service
Enhance efficiency and customer engagement with a comprehensive digital contact center platform. Enjoy easy access, omnichannel integration, and top-notch service management with Kontakami.
Get Started Now© Copyright 2024 @kontakami 2024. All Rights Reserved.