Whether you’re resolving issues or supervising agents, we have the tools for you
Consolidate instant messaging
Juggling between WhatsApp, Instagram, Viber, Telegram, LINE and multiple Facebook Pages? Organize messaging into a single inbox, analytics stack and automation engine.
Retain conventional contact points
Still need to maintain relationships over SMS, email and webchat? Add all your existing channels to work seamlessly together with instant messaging.
Integrate specialized channels
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.
General inquiry
Using customer support as a competitive advantage? Build routing and assignment workflows that reduce max agent loads, send VIP customers to high-priority queues and give precedence to high-quality resolutions.
Route by shift
Whether you provide multi-shift support or require additional agents during peak hours, create the optimal agent load every time.
Route by skill
Keep customers from falling down the routing rabbit hole. Design logic that connects them to the right support team instantly, whether you route by inquiry keywords or agent skills like region, language or function.
Dedicated agents
Don’t keep high-value customers waiting. Assign them to a dedicated agent for immediate attention or reroute them to high-priority queues for first-in-line support if their agent is offline.
CSAT
Prioritize support quality with automatic CSAT Surveys sent after all or selected conversations. Forward responses and conversation metrics to Google Sheets or a Data Warehouse for analysis to pinpoint areas of improvement.
Whether you’re resolving issues or supervising agents, we have the tools for you
Maintain context across channels
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.
Supervise conversations in any scenario
Monitor high-value customers, agents in training or select teams by creating custom inboxes and intervene only when necessary during conversations
Standardize responses to common queries
Ensure quick and precise messaging with canned responses for frequently asked questions, freeing agents to address critical customer cases properly
Prebuild automated processes for agents
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.
Gain visibility into agent performance and individual messages to make data-driven decisions
Segment broadcasts to target specific audiences and track their reach and engagement for successful promotions
Monitor the quality of agents’ conversations and their response and resolution times
Manage leads throughout their lifecycle with respond.io, integrating your CRM or ERP for a full customer view