Cape Town, 10 Oct 2017
Every company wants to provide the best customer experience possible, and modern customers want modern customer care - when the customer wants to reach out to your business, you want to be available for them.
However, customers all communicate in their own way, any time, anywhere and through any available channel - Facebook Messenger, Twitter, e-mail, WhatsApp, and others.
For your business, with all these communication channels and systems, chaos can easily result. Your customer's expectation, however, remains unchanged - their primary service desire is a good and quick answer to their question via the channel they prefer - that's why CM has introduced GIN Appcare.
Integrate all your communication channels
GIN is an all-new customer care dashboard creating an overview and an easy-going effective workflow to communicate with your customers through the channel they choose. GIN integrates all your communication channels into one multi-user dashboard with easy API integration.
Regardless of how big your customer care team is, with GIN, you can all work together seamlessly. Conversations with customers are always on a 1-1 basis, and GIN allows different roles and rights to be assigned to users or agents. For example, a manager can be assigned rights to all conversations and analytics.
CM is known for its strengths in messaging analytics, and with GIN, this is no different - you can always access live analytics for all archived conversations. How many messages have been sent? What was the subject? How long did this conversation last? All relevant data is available within GIN.
Let our chatbot support your efficiency
The world of customer contact changes quickly. Not only are organisations expected to be available via all social channels, their responses also need to be close to immediate. This can be quite the challenge for your customer care team - controlling more channels and more interactions will increase the pressure on your team. Human contact remains one of the most important aspects of good customer service. Therefore, we don't want the chatbot to replace, but to complement, your customer care agent. That is why we offer support in the form of a chatbot.
The GIN chatbot analyses all conversations committed through GIN, and identifies patterns before providing suggestions for possible answers. Over time, the chatbot will become smarter and support the agent in such a way that he/she can communicate more efficiently.
What will it cost?
GIN supports large and small with an easy pricing model - you pay a fixed monthly amount per user. For this, you get all the GIN functionality, with the added benefit of benefiting from new developments and upgrades to the platform. Business subscriptions are also available, providing API access, 24/7 support, SLAs with uptime guarantees and dedicated account management.
It is our view that in a competitive business landscape, great customer service is often the biggest differentiator and the reason why existing customers remain loyal, and new customers are attracted to your organisation. For this reason, there is a direct ROI in improving efficiency in your customer care with solutions like GIN.
For more information, visit our Web site or contact us directly.
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