Using a chatbot solution via LINK Conversations will reduce the number of interactions as your chatbot solves the “easy” customer service types. The chatbots can be integrated with your CRM or back office systems meaning that information can be exchanged with your customers and enquiries dealt with first time, thereby increasing your first contact resolution measures.
Proactive messaging means your business can concentrate on the high quality customer interactions your team of experts carry out every day. Our omnichannel API has been integrated into almost any back office system. Alongside our flexible API’s, LINK has integrations into various CRM systems including Adobe Campaign and Salesforce Marketing Cloud, enabling the quick implementation of leading messaging experiences.
Call wait times are the measure of your customer service team and together with with LINK messaging and LINK Chatbots you can implement further IVR deflection solutions to reduce and manage the number of calls into your contact centre. Taking customer payments through your contact centre? Implement LINK Mobile Invoice so your customers can self serve, making payments via their mobile.
LINK designs solutions to solve the most important problems for any contact centre. Our solutions have been developed to be as frictionless as your customer experience will be once implemented! Below is a selection of uses cases live with our customers now:
RCS journey with SMS fall back for proactive service and account updates
LINK conversations to resolve multiple customer service requests at once with increasing operational efficiency
WhatsApp for Business to initiate customer complaint process
Understand your customer satisfaction ratings using an omnichannel messaging experience with WhatsApp, RCS and Rich SMS
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