Description
BOOST CUSTOMER ENGAGEMENT AND LOYALTY WITH EXALEAD OneCall
Companies that consistently deliver a great customer experience have realized business benefits far beyond improving customer loyalty and profits. EXALEAD OneCall provides a 360° view of the customer journey, with social levers to create great user experiences.
A holistic view of all customer events/actions/requests that complements and goes beyond CRM systems helps companies streamline the customer experience. It provides users with preemptive knowledge – from multiple sources – to paint a true picture of each customer’s expectations when he or she engages with the company.
Bridging agents/representatives seamlessly with customers’ expectations will build trusted relations, drive higher revenue and lower costs, leading to improved efficiencies and happier employees.
Lower Costs
- Reduce the time to answer customers – measured by average call length
- Avoid escalation to respond – measured by first call resolution rate
- Reduce training time – measured by average training cost
Improve Customer Relationships
- Meet and exceed customer expectations
- Allow customers to interact with companies smoothly using mobile/self-service applications
- Understand the customer viewpoint
Grow Business
- Recommend Next Best Actions and bundle offers
- Drive business opportunities
- Avoid the middlemen
- Allow affordable digital transformation
EXALEAD OneCall Features
Obtain a 360° view of the customer journey
- Reveal hidden opportunities
- Structured & Unstructured data
- Inside or outside the enterprise
Monitor multi-channel customer behavior
- Fully integrated into the solution and ready for use
- Real-time observation & interpretation of company-wide information for faster decision-making
Social functionalities in real time
- Internal follow, watch your stream, post, repost, share, add to your playlist, learn
- All agents are interconnected by data–and interact with customers
Empower sales representatives with the Next Best Action
- Native access to the power of the Internet
- Use Internet data as you need to leverage the knowledge of customers and make business recommendations
“What to do now?”
- Real-time business recommendations aligned with company strategy
