Retail - SimpleChat

Retail

Meet your customers where they hang out.

Great client interactions are the building blocks of a great business. With SimpleChat, you have one brain that manages all interactions, wherever they occur – and stores the data. You access all your advanced CRM tools on every channel – case management, next-best or predictive offerings, and more. Your clients win because they get fast and accurate service wherever they interact with you. Your agents win because the system is easy for them to use – all on one unified screen that is the same as the CRM, so there is no learning curve – and they finish the day knowing they are doing a great job. And you win. You pay less for better results in customer care, and you have rich data that will help you craft a long term (and lucrative) relationship with your customers in the future. Win.win. Win. What could be better than that?

Our Best Features

Customer 360

Connects all customer touch points to relevant customer entity in Dynamics
Displays all customer touch points on timeline
Manages customer conversation history
Maintains channel conversation history
Provides case management (connects relevant conversation to root case)

File Sharing

Allows file sharing from CSR (Customer Service Representative) to Customer and from customer to CSR
Supports most common file types including doc, images, video, PDF
(Content Disarm and Reconstruction)

SimpleChat BOT

Supports interactive chat response (ICR) using predefined questions and response tree
Open to codeless configuration of ICR tree via Dynamics GUI
Initiates predefined business scenario (created as Dynamics workflow) by BOT
Offers various BOT response formats (list, quick replies, carousel, free text)
Uses Dynamics synonyms to understand customer intent
Transfers between BOT to live assistance when necessary
Transfers between live assistance to BOT when more efficient

Channel Management

Supports diversion between channels (i.e. from webchat to SMS or from Facebook posts to Facebook messenger)
Connects conversations from different channels
Initiates outbound conversation by the brand through all supported channels

Customer Identification

Identifies customers via OTP
Identifies customers through personal questions
Supports all common file types (including: PDF, Office files, images, video, voice ….)

Location Based Services (using Dynamics)

Offers service to the customer base on his/her location

Work Management

Defines which CSR is best fit to handle customer conversation (according to skills, channel, CSR availability …) using dynamics quest and skills management

Work Hour Management

Defines brand’s work hours and enables live assistance accordingly
Adopts appropriate BOT response for work\non-work hours
Supplies CSR On\Off shift button
Provides CSR on break button

Electronic Form Integration

Opens E-form as part of chat flow
Documents a customer’s completed form in the corresponding Dynamics entity
Enables co-browsing between customer and CSR about the E-form via SimpleChat

Social Network Monitoring

Monitors Facebook wall and initiates a Dynamics service ticket if required
Checks posts tagged with the brand name and initiates a service ticket in Dynamics if required
Monitors comments to posts made by the brand and initiates a service ticket in Dynamics if needed

From Our Blog

The Start Up That Transforms Customer Experience

What was the growing need that Elad noticed in the environment of all their organizational clients – regardless of the industry… and how did they respond?

How to ready your business for the future.

AI is offering businesses valuable opportunities to level up. What can you do today to prepare your company to take advantage?

Jerusalem Municipal Services: A Case Study

Integration of the SimpleChat omni-channel support platform that enables organizations to provide service at any time, and any place. Using SimpleChat, support representatives get a 360-degree view of customer requests, regardless of the platform they arrived from.