Conversational customer engagement software is an alternative approach to ticket-based customer service, using the customer and not the incident as the center of action. These solutions facilitate omnichannel customer service that recognizes individuals with an identity and a history, allowing customers to interact with and be identified by the software using any channel at any time. Conversational customer engagement software leverages automatic customer lookup and routing combined with skills-based agent matching to reduce or eliminate the awkward and repetitive nature of customer service calls.
Conversational customer engagement software is distinct from help desk software because it does not separate the service process from other reasons for contact. It is used to both aid brands with customers that are yet to complete a purchase and to assist existing customers with questions and queries regarding already-purchased products and services. By means of accurate, intelligent routing, successful use of these platforms will coordinate data from past conversations, metadata, sentiment, and customer data from existing CRM, ERP, and e-commerce systems. Integrations with social media and AI can permit businesses to proactively contact customers based on behavior or triggers
To qualify for inclusion in the Conversational Customer Engagement category, a product must:
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