Scripts

Scripts

Improve customer service

Having scripts, your operators get all the information needed to solve the most embarrassing issues. With VoIPTime functionality they can easily retrieve necessary scripts when handling ACD and TM calls, as well as Web-chats. Each script can contain different blocks for accomplishing specific tasks, i.e. polling block, knowledge database, offer, html iframe.

Fig. Agent script.

Fig. Agent script.

Compile scripts in 15 minutes

Our Script Constructor makes it possible to compile and configure a script of any complexity in the shortest time possible. You can easily add new issues since it requires no special knowledge. Edited scripts are readily available to operators.

Fig.Creating questions in Polling Block.

Fig.Creating questions in Polling Block.

Reduce hold time

Operators are given the access to the systemized knowledge database having a quick search browser which enables more efficient processing of customer requests. Add the best answers to the most embarrassing questions to your knowledge database so that even an inexperienced agent can provide the customer with proper service.

Provide your customer with the information following the interaction

Your operators can send an email or SMS to the customer (or a person responsible) in doubleclick following the interaction. It will remind the customer about the agreed date of the meeting, or the need to confirm an order or meeting.

Fig. Setting up a trigger for sending SMS.

Fig. Setting up a trigger for sending SMS.

Review the data in your CRM

Configure your CRM to be displayed in the separate block of the script and review the data on your customers upon the interaction. Optimize the performance of operators who will no longer need to open additional tabs and search for the information needed.

Fig. Configuring CRM display in an iframe.

Fig. Configuring CRM display in an iframe.

Analyze the data received

Review completed scripts in the appropriate statistical report and retrieve them for further analysis. Use the information received for planning further cooperation and making additional sales.

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