Chat
Chat - WebChat - ICR
You can provide support via the chat channel for your customers’ instant questions about your products or services. Frontier Web Chat allows your customers to reach you through your website. It reduces the load on the call center operation while increasing the probability of gaining potential customers. You can enhance satisfaction by building better relationships with your customers and offer a service that can instantly meet their demands.
ICR (Interactive Chat Response) Flows
Just as you can create self-service communication flows with Self-Service IVR in voice communication, you can create your communication flows with ICR in written communication. With Web Chat, you can direct your customers to the area where they want to get information or service using buttons. You can define breakdowns with headings such as sales, support, cargo tracking, and orders, and provide the most appropriate routing based on customers’ selections. In this way, incoming chats are forwarded to agents according to their competencies. With integrations in your ICR flow, you can quickly finalize your customers’ requests and increase operational efficiency. With Frontier Web Chat, be there for your customers with their questions and requests while they examine your website.
Personalized Customer and Brand Experience
With Frontier Web Chat, you can offer easily accessible call center services to your customers and increase satisfaction. You can automatically send welcome, information, and closing messages to customers who reach you, and you can also send these messages using the customer name information registered to the number. With self-service features like Chatbot, Click2Connect, and Webchat, you can answer requests 24/7 without a customer agent. You can enable your customers to reach you more easily and meet their demands even outside of your working hours.
Multi-Chat Handling
Thanks to Frontier Web Chat, you can communicate with multiple customers simultaneously. In call center operations, agents can serve only one customer verbally at a time. However, in the chat channel, agents can communicate with multiple customers simultaneously and handle their transactions. You can provide faster responses to chat requests via the Cloud Call Center, improving the customer experience. You can reduce your operation’s workload with Self-Service solutions.
Reporting
Chat records with customers are stored on Frontier with their details. Just as you can instantly view the written correspondence and details made by agents, you can also access historical chat reports. With live monitoring screens, you can see active chats, generate historical chat performance reports, and evaluate the chats made. You can track agents’ chat performance and provide feedback to them using Frontier Quality Assessment Forms.
Management of Chats from Different Platforms
With Web Chat, WhatsApp Business, and Facebook Integrations, you can handle messages coming from all written channels through a single screen. With the chat flows you create, you can distribute chats to agents according to their competencies and channels, and report all channels individually. As a result of the reporting, you can access statistics regarding written channels and measure efficiency.
AI-Powered Response Suggestions
Frontier offers the opportunity to improve customer service with AI-powered chat response suggestions. This technology makes customer interactions more efficient by providing personalized and quick responses that are suitable for the business’s communication style and goals. While AI-powered smart responses can be customized to suit the brand’s voice and values, they reduce the operational load and increase customer satisfaction with the possibility of quick turnaround.
How Can We Help Your Business To Grow?
You can have the opportunity to try our products by filling out the demo request form below.