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An intelligent customer service solution for all written contact channels.
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ReplyOne makes it easy to provide excellent customer service. ReplyOne consolidates all written communication channels within one clear, easy-to-use interface. Using powerful analytics, ReplyOne interprets the content of each customer request, identifies an appropriate template reply containing the right solution, in real time and allocates the case to a suitable service employee.
Boost customer satisfaction with ReplyOne
The artificial intelligence behind ReplyOne is uniquely precise. It’s sophisticated language and topic identification system identifies the enquiry issue precisely in more than 70 languages and consistently provides the right answer.
Reduce complexity with ReplyOne
ReplyOne combines all written channels that customers use to submit enquiries within a single, user interface. This provides your service employees with an clear overview of the case at any point in the customer’s journey.
Tap the potential of automation with ReplyOne
You can determine which enquiries should be answered fully-automatically and which topics need a service employee to first check the response. Either way, you can rely on ReplyOne to precisely identify the issue for each enquiry.
By interpreting the content of each customer request, ReplyOne can identify a template response with the right solution in real time and allocate the case to a suitable service employee. This means you can leverage your specialists effectively and avoid having to send standard replies whilst the right expert can be identified.
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ReplyOne uses sophisticated, vector-based machine learning algorithms and statistical methods to precisely identify service topics. This means you can flexibly automate service processes without negatively impacting on customer experience.
ReplyOne speaks your customers’ language and always gives the appropriate, quality-controlled answer in their mother tongue.
ReplyOne is clear, concise and easy to use. Enquiries from all written communication channels are coordinated and processed within a central, easy to use interface. Your service employees will rapidy become familiar with ReplyOne and their productivity will see immediate improvement.
ReplyOne’s enterprise architecture and pre-built interfaces provide a 360° view of your customers. It can also seamlessly integrate with CRM, ACD, ERP and PIM as well as knowledge-based and archiving systems.
ReplyOne is easy to scale up and adapts to your company’s growth. It’s equally effective foruse in a small-scale installation with just a few service employees as well as in a multi-location, enterprise solution with more than 5,000 simultaneous users.
ReplyOne is uniquely open and transparent. Thanks to it’s reporting database and various reporting functionalities, you can easily access the valuable data you need to make decisions on the control and optimization of your customer service processes.
ReplyOne is incredibly flexible in this respect, allowing individual countries, corporate divisions and different companies to be set up as clients and managed centrally. Of course ReplyOne always automatically identifies the right client for the right task.
Customers prefer to use whichever channel is most convenient to them when they contact your service centre.
ReplyHub collects and centralizes all customer enquiries, regardless of the communication channel they arrive on.
ReplyAnalytics AI identifies the content of the enquiry, allocates it to the right topic area and suggests a suitable textual response.
ReplyLink enriches existing customer service data with additional information from other enterprise systems, such as a CRM. ReplyLink extracts all the information that is key to completing the response to the enquiry
ReplyRouting routes the case to the right service employee, taking into account their qualifications, responsibilities and availability as well as the urgency and priority of the case.
ReplyDesk is a clear, concise and intuitive user interface showing service employees enquiries from different communication channels and allowing them to check a proposed response before approving or editing it.
ReplyControl provides total transparency over all service processes, the status of KPIs and customer enquiry topics and volumes. Users can also access it from mobile devices, such as smartphones, tablets and smartwatches.
Thanks to the precise accuracy of ReplyOne, you can rely on delivering outstanding communication quality across all channels, including email, chat, social media, WhatsApp, SMS, letters and any future written communication channel you may need to satisfy your customers.
