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ReplyChat
Intelligent chat technology for the best customer experience
ReplyChat – Intelligent chat technology for the best customer experience
In recent years, chat has thrust its way into the top three customer service communication channels, with just telephone and email ahead of it. Although chatbots can be a useful addition to customer service strategies, in many respects many customers currently prefer the option of directly communicating with a service employee in a live webchat.
To offer the same impeccable customer experience in webchats as it does for other written service channels, Sematell has developed a specific, fully integrated chat solution for ReplyOne called ReplyChat.
ReplyChat relies on the existing powerful and field-tested Sematell AI together with its sophisticated workflow engine, to ensure highly efficient chat processing withunequalled response quality, resulting in the best possible customer experience.
Features
- Easy to embed in your website
- Chat function is fully integrated with your other service channels – one user interface to manage all written customer communications
- Numerous and flexible case routing options
- Quality-controlled text blocks from ReplyOne or another knowledge management system
- Highly-efficient processing of multiple parallel chats
- Automatic customer allocation
- Chat content is recorded in ReplyOne to provide comprehensive customer contact histories
- Option to add freely-configurable surveys for customers and employees before and/or after the chat
- Overview of all open chat enquiries in ReplyControl
Benefits
- Optimal support for blended agents
- High transparency thanks to 360° view of customers
- Optimized for use in customer service
- Enhances chat processing productivity
- Improves customer experience through fast, quality-controlled responses
Our online demo allows you to review ReplyOne without obligation. You’ll obtain an overview of the capabilities of our customer service solution in under 30 minutes.
