Omnichannel service has given new impetus to optimizing the customer experience in their shopping journeys.
In a reality where consumers increasingly value the relationship and positioning of brands, Paying attention to all the company’s points of contact with the customer has become fundamental.
This does not only mean being present on different digital platforms, but providing a service experience compatible in all of them, in order to generate customer satisfaction from initial contact to post-sales.
In this sense, omnichannel customer service software has become great allies, making it easier for companies to manage contacts, reduce response time and the process of solving customer demands.
The more functionalities the software offers, the easier and more agile the service is also for the customer.
Generating unique connections and experiences between company and customer is among the objectives of ¡Hola! Suite. We make this possible through the features of our platform, which make it an indispensable tool for your business.
Functionalities and differentials of ¡Hola! Suite
¡Hola! Suite
are intuitive, so that users can explore the platform to the fullest in an uncomplicated way, and the functionalities meet the needs of companies from different sectors.
The Opa! it also closely monitors the installation and the user’s entire learning process, offering prior training and ongoing support to resolve doubts.
Check out everything you have to gain with ¡Hola! Suite’s omnichannel service!
Centralization of service channels
The main purpose of omnichannel service platforms is the integration of service channels.
In the ¡Hola! Suite, messages received by the main service channels available in the market are centralized, including the most popular social networks in the world.
WhatsApp Business API, Instagram, Messenger, Telegram, WebChat and Telephony are part of that list.
The centralization of messages allows greater control of calls, better organization of demands and reduction of communication failures.
Virtual agent support
Virtual agents are responsible for automatically assisting customers. The messages sent by them are previously structured in a customizable communication flow.
In addition to defining the entire course of the conversation that the virtual agents will have with their customers, from the beginning of the service to the end or transfer to human agents, it is possible to customize the messages with the company’s language.
Thus, the customer’s experience with the automated service becomes very similar to the other contacts he has with the company through other contact channels.
The essence of omnichannel is that the service experience is compatible at all points of contact and, in this sense, those who manage to keep it positive at all of them stand out.
In the case of transfers, an important differentiator of ¡Hola! Suite is the possibility of forwarding the customer not only to different sectors, but also carrying out a configuration that allows the transfer to an agent or person directly responsible for the demand, in addition to other configurations.
With the use of AI – ChatGPT, this process can become even simpler and more dynamic, making forwarding even faster to the customer, according to the few key words they send in the first messages.
The same is possible with the service via telephone, in which it is possible to carry out, without difficulty, the transfer of the call to other extensions or departments.
Other automations available with virtual assistance include sending digital files and a satisfaction survey at the end of the conversation.
Service period on an omnichannel service platform
Another great advantage of virtual agents is their full-time availability. With them, customer service is available 24 hours a day, seven days a week.
Even so, it is possible to limit the days of virtual service by defining holidays on the platform. With this functionality, business days and holidays are differentiated, registering them with name and period of absence.
Mobile version
¡Hola! Suite has the application for a mobile version, allowing the main functionalities of the platform to be carried out directly by a smartphone.
This ensures faster, more dynamic monitoring, interactions and decision-making from anywhere.
Ccontact control
Service organization can be even more efficient when using contact control tools.
This includes using tags in conversations, defining service queues and retrieving information through the history saved on the platform.
Queues can be used to define priorities in services hierarchically, while labels serve as a marker to categorize services by subject, client or date, for example.
This data can later be used to analyze metrics, such as the main reasons for assistance in certain periods.
Notifications and alerts
The ¡Hola! Suite platform also facilitates the organization of users’ routine through notifications and alerts.
Along with defining queues and centralizing tickets in a single place, notifications prevent tickets from falling into oblivion.
This ensures that, even with high demands, the company is able to pay attention to all customers, making service a strong competitive advantage.
Integrações em uma plataforma de atendimento omnichannel
In addition to the most basic functions, ¡Hola! Suite allows access to numerous integrations that optimize users’ work and customer service.
Among the available integrations are:
- IXC Provider and the main ERPs in the market;
- SMS gateways;
- email servers.
With integrations, it becomes possible to transfer data between software and activate additional features.
¡Hola! Suite is fully integrated with the IXC Provedor and the automations available with this integration include sending payment slips and invoices, electronic acceptance and signing contracts, unlocking trust, financial and connection diagnostics for internet providers and synchronization with the customer list .
Integrations into an omnichannel fulfillment platform
In addition to the most basic functions, ¡Hola! Suite allows access to numerous integrations that optimize users’ work and customer service.
Among the available integrations are:
- IXC Provider and the main ERPs in the market;
- SMS gateways;
- email servers.
With integrations, it becomes possible to transfer data between software and activate additional features.
¡Hola! Suite is fully integrated with the IXC Provedor and the automations available with this integration include sending payment slips and invoices, electronic acceptance and signing contracts, unlocking trust, financial and connection diagnostics for internet providers and synchronization with the customer list .
Filters connected with Analytics
Analytical intelligence, better known as Analytics, consists of the applied use of data, analysis and systematic reasoning in order to facilitate decision-making.
With an ever-increasing accumulation of data, having a platform that automatically generates reports and dashboards is not only a facility, but also a necessity these days.
In addition, this is a safe and accessible tool, since the source of the data used for analysis is the services performed on the platform.
So, I could better understand why the ¡Hola! Suite is the perfect omnichannel fulfillment platform for your business?
Get in touch with our team to start a digital transformation in your company.
