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Eliminate the stress of juggling multiple platforms by using a single, all-in-one solution. Foster a customer-centric approach to deliver exceptional service, resulting in loyal customers who drive revenue.
Customer Experience that Converts: Turning First-Time Buyers into Repeat Customers
with automated messaging and canned responses
when on-point routing assigns the right agent for each issue instantly
when improved response and resolution times boost customer satisfaction
A single customer story containing every message, email, web chat and internal discussion. All the functionality you expect and some you won’t find anywhere else.
Yes, really. All your channels.
Juggling between WhatsApp, Instagram, Viber, Telegram, LINE and multiple Facebook Pages? Organize messaging into a single inbox, analytics stack and automation engine.
Still need to maintain relationships over SMS, email and webchat? Add all your existing channels to work seamlessly together with instant messaging.
Have unique channels for your business niche? Add regional messaging apps, e-commerce platforms or others to work together with the rest of your support infrastructure.
Use automated messaging to ask contextually relevant questions and assign contacts to the most appropriate team
Ensure contacts receive the best support by defining the max agent load and assigning only to online agents
Handle peak agent loads by sending overcapacity alerts, rerouting to overflow teams or implementing your desired logic
Identify and deflect frequently asked questions that don’t need the attention of your support team
Send a tailored set of information to address common customer issues
Assign contacts using round-robin logic to encourage agents to resolve conversations quickly
Reduce noise across your support teams and smash your KPIs by keeping resolution times low
Low-Cost Support
Customize routing logic according to business hours or automate out-of-office messages if support isn’t available 24/7
Route by Shift
Sync customer data with a CRM so routing logic & agents have the most up-to-date information
Agents with the correct language, region or function expertise will provide faster, higher-quality resolutions to customers
Create a set of conditions that are perfectly tailored to your own needs no matter the data required to route
Route by Skill
Retrieve the most up-to-date data at the start of each conversation to identify high-value customers and their dedicated agent
Direct contacts to their dedicated agent as soon as they initiate a conversation
If a dedicated agent is unavailable, create a fallback that enters contacts into a high-priority queue or gives them first access to support
Dedicated Agents
Define conditions to send CSAT Surveys for specific conversation categories, teams or customer segments
Record survey responses in Google Sheets and perform detailed analyses to find areas of improvement
Push CSAT data to your data warehouse or CSAT analytics tool with HTTP Request
CSAT
Whether you’re resolving issues or supervising agents, we have the tools for you
Have customers communicating across instant messaging, web chat and email? Merge those interactions into one continuous story to give your agents the context required to resolve issues.
Monitor high-value customers, agents in training or select teams by creating custom inboxes and intervene only when necessary during conversations
Ensure quick and precise messaging with canned responses for frequently asked questions, freeing agents to address critical customer cases properly
Reduce agent error for processes like shift transfers, support escalation or even refund requests by automating decision-making with workflows that can be launched at a click
Respond.io works well with your existing software and puts all the power at your fingertips. Create tickets, issue refunds, submit bug reports and more, without leaving the platform.
A daily dashboard for managers to pick up on conversation or agent anomalies at a glance. Identify conversations that have been on hold or unresolved for too long, and monitor agents’ performance and workload in real-time.
Gain long-view perspectives on team, conversation and overall messaging performance. On a single page, learn which Users are exceeding expectations, conversation response and resolution time trends, the busiest times of day and popular message sources.
