Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. The ConVox CRM system helps companies stay connected to customers, streamline processes, and improve profitability.
Convox provides an in-built CRM that fetches the data of your customers or gives your agent the ability to take customer details for future reference.
The administrator can create CRM fields as per his organization's requirements.
Inbuilt CRM displays customer details when a call is connected.
Completed call synopses can be marked in the CRM with disposition codes and sub-disposition codes.
When a customer requests a call back, the agent can schedule it using the CRM Set Follow Up tab.
Agents can transfer the call to the next available agent in the process or queue in that process and to other processes in the organisation.
CRM Screen Pop is a feature of a computer telephony integration (CTI) application that automatically displays all the relevant caller or customer information on an agent's screen during a call.
Agents can take a break in the CRM on call.
Call center software ticketing solution is a solution that helps a call center to manage its grievances /operations therefore increase the efficiency, effectiveness and get the best productivity from call center agents. Call center agents can access the right information and knowledge about a customer’s history to improve the overall customer experience.
Yes, a ticket can be generated on call by the agent in the CRM. Ticket details will be notified to the customer automatically by the solution.
Ticketing solutions can track analytics of titles of tickets ,ticket volume, resolution time, customer satisfaction and agent performance on handling tickets.
Yes, These solutions can be provided on cloud /on premises/hybrid as per customer requirement.
Yes, every stage of the ticket will be notified to the customer through SMS, email, WhatsApp as per customer preferred channel.
Ticketing tools can help you to rationalize your workflow by helping your organization ,create, update, resolve tickets for customer issues/requests.
By default we have three levels of escalations and can be extended as per organizational hierarchy.
Yes, Agents can login from anywhere to the solution using a VPN.
Yes, All the data is stored in the server for future references.
We do have our set of API’s for integrating any third party CRM.
We have multiple channels for customer interaction. WhatsApp, Email, SMS, chatbot and Social media platforms like Facebook, Instagram, Twitter ,etc.
