Travel - SimpleChat

Travel

Be a great service provider.

SimpleChat gives you the tools to provide exceptional service. To provide value in the digital era, you need to be able to interact with clients wherever they are. And not only interact with them, but provide relevant information based on their client story, swiftly and accurately.

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

WhatsApp Business Platform that Will Move You Forward – Interview

WhatsApp for Business: Reviewing the free version for small businesses as opposed to the professional version for organizations and companies.

One Click Digital Transformation

It’s easy to transform your company. Everyone has been talking about digital transformation – a process through which organizations replace their outdated, conventional systems and adopt digital technologies. It’s charm and promise draws organizations of every size, but too often, they undertake expensive processes that don’t achieve the results they hoped for.

The Next Revolution is Here: AI is Already Changing the World

We are already enjoying the fruits of AI revolution. Most notably through the ability of machines to provide service and simplify processes. What is the best way to use AI in your organization’s service center?