Customer Service Chat Desktop

Get channels in sync with customers

Good customer service should feel effortless, but it’s rarely that simple. Customers contact a company on multiple digital channels, only to get frustrated when there’s no record of conversation. Agents are limited to one conversation at a time, and work on disparate teams instead of in unison.

The CSG Digital Desktop Platform is a fully digital customer service offering (text messaging, social media, Facebook Messenger), providing an omnichannel view of customers across channels. Agents can answer multiple sales- and service-related questions at once, decreasing handle times and increasing efficiency. Customers can also contact you on their preferred channel, and get answers when, where and how they want.

  • Engage customers on the latest digital channels from a single integrated platform
  • Decrease costs by deflecting calls to less expensive channels like text and web chat
  • Save time and connect customers with the right agent with skills-based routing
  • Decrease average handle time with concurrent conversation management
  • Increase efficiency and satisfaction with digital communication channels

Resources

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  • Digital Desktop
    1.3 MB | Data Sheets
  • The Rise of the Always Connected Customer
    1.5 MB | Brochures
  • Engaging Customer Experiences: The critical first 90 days and beyond
    Videos
  • How to Succeed at Data-Driven Journey Orchestration
    16.5 MB | White Papers
  • Retail Pharmacy Provides a Better Customer Experience with IVR
    1.3 MB | Case Studies