Great e-commerce begins and ends with reducing friction for customers, and that experience shouldn’t end when customers leave your website. However customers interact with your brand, you need the right tools in place to offer a consistent and professional customer experience.
Enhanced customer engagement
Deliver a memorable customer support experience by communicating with customers using their preferred channel and empower teams with quicker access to relevant information all in one place to optimise customer engagement.
Seamless third-party integrations
Enhance agent efficiency by providing tools to edit and manage orders without switching screens and integrate with business-critical software solutions such as leading e-commerce tools, CRMs, accounting services, and marketing software.
Omnichannel made easy
Managing your customer interactions effectively, regardless of where they started. Centralise your calls, emails, website, and social media interactions, logged in a single, simple timeline and speed up both buying timeline and ticket resolution rates.
AI-Insights for customer support
Gain valuable insights that track agent performance and improve customer support, using AI-driven voice analytics that identifies keywords and phrases, and tracks sentiment and emotional context using tone, pacing, and language clues.
Third-party integrations that work seamlessly
Seamlessly connect your shop to view customer purchases, status, delivery updates, refunds and more, by integrating with the world’s most popular e-commerce tools, including EKM, Shopify and Woo-Commerce.
- Two-way integration into Salesforce and Zendesk for CRM and ticketing.
- Monitor and track shipment information using ShipStation.
- Review invoices, payments, and returns with integration into Xero accounting platform.
- View email marketing campaigns in platforms: Mailchimp and Klayvio.
Meet your customers where they are
Allow customers to choose the communication channels they prefer while offering agents a 360° view of customer information, notes and tickets, previous orders, and conversation history.
- Traditional channels including calls, SMS, and email
- Social media, including Facebook, Twitter, and Instagram
- Comprehensive support for WhatsApp Business
- Web contact forms, live chat and AI-driven chatbots.
Reliable, secure communications
Enable agents to provide service anywhere internet access is available, with a full suite of UCaaS features designed for office, hybrid, or remote environments.
For businesses taking card payment information over the phone, compliance follows the agent offering AI-powered automatic PCI redaction and encryption to keep sensitive financial information protected wherever the call took place.
Advanced reporting and automation
Get insight into contact centre performance with real-time reporting to help identify trends and patterns in customer behaviour. Use wallboards to reveal conditions that are likely to result in complaints, such as unanswered calls, long hold times, or excessive transfers.
Enjoy powerful management of outbound queues with automations to optimise processes, including automated workflows, pre-configured reminders, and pre-canned replies to common enquiries.
Products to meet your unique business needs
Our industry leading UCaaS solution enables teams to centralise voice, video, instant messaging, call recording, online meetings, and more, on the devices that work best for them.
Omnichannel made simple, with voice, email, web-chat, social media, WhatsApp Business, and more, centralised to a single screen, with seamless third party integrations and ticketing.
Our cloud-native compliance call recording solution, including AI powered transcription, PCI redaction, voice analytics and sentiment analysis - secured with military grade encryption.