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