The first thing I like best is the fact that the tool integrates all the interactions of the consumer, offering a true omnichannel experience. I also like the ease of creating rules and queues and the ease of integrating other software
The reports need to improve. We need a view divided by channels. We also need to understand what the reporting rules are and how to change them
The tool is simply fantastic! Provides an overview of the consumer allowing the service to be personalized according to what was analyzed by the attendant.
Another sensational resource is the evaluation of the consumer's feelings. This option allows you to understand what the customer's mood is, making the action of the attendants more assertive.
Understand very well which reports you need to extract from the tool.
These rules need to be clear so that you understand what the tracking you will do for the tool.
But rest easy, because otherwise the tool is simply sensational.
I have been working with care for almost 15 years and this is the best tool I have ever seen.
Gain in the quality of service. When the consumer comes in contact, we have a complete view of all history. And with this we gain in the time of treatment that consequently increases the productivity of the attendants