In our previous blog, we spoke about Talisma’s Digital Customer Engagement Platform and some of the features of this transformative product. This is a continuation as we delve into some of the other features of the DCEP.
Instant Messaging Solutions
Instant messaging has gained extensive popularity over the years, becoming the messaging option of choice amongst next-gen customers. Our digital engagement platform comes with unified instant messaging capabilities that agents can use to interact with customers. This instant messaging solution is easily deployable across social media, websites, and live chat. In addition, an extensive variety of platforms are supported on this platform, including, Facebook Messenger, Twitter DM, WeChat, WhatsApp, Viber, Line, Telegram, and Skype for Business.
Increased challenges with respect to customer engagement and demand fulfillment have enhanced the importance of automation. RPA tools automate repetitive functions, ensuring agents can focus on core activities. Talisma’s industry-specific RPA framework can automate routine tasks and manage channel deflections. This RPA product can be integrated across any CRM platform, to enable agents to work more efficiently. The three elements of Talisma’s RPA engine – contextual engine, workflow automation, and layout designer can translate structured and unstructured data, manage workflows, and assist agents in accessing crucial information.
SMS text messaging is still one of the most important communication channels that agents can use to engage with customers. Our omnichannel digital platform comes with SMS features that can be utilized to enhance the customer experience through text messages. Some of the features of Talisma SMS include sending SMS blasts, communicating emergency notifications in real-time, sending marketing updates, and designing SMS-based KYC processes. This beneficial feature can help agents in reaching out to mobile customers, managing large enquiry volumes, reducing hold times, improving resolution rates, and more. Talisma SMS also helps in reducing costs and maintaining an audit trail.
Email Management Software
High email volumes can be difficult to manage and answer. An automated tool can be a helpful addition in handling excessive email enquiries. Talisma’s email management software provides a scalable solution to sift through multiple emails while simultaneously reducing the resolution time. With the help of this email solution, agents can use personalisation and multilingual capabilities to provide more individually customised email responses. In addition, this feature comes with intelligent routing to ensure the right agent resolves the right query and in-depth reporting to have a track on important metrics like resolution rates, response rates, satisfaction levels, etc.
As a marketer, it is important that you leverage Whatsapp to interact and engage with your customers. Our Digital Customer Engagement Platform comes with a Whatsapp for Business Solution that can help in instant query resolution. Our Whatsapp Solution provides a two-way customer service chat. Here, customers get the option to either interact with a chatbot for simple queries or engage with a customer service agent for more complex queries. Canned responses, conference chats, and delivery notifications are available for Talisma Whatsapp for Business Solution.
Contact Centre CTI
Call centres need to focus on improving telephony efficiency. Our digital engagement platform comes with a computer telephony integration software that maximizes communication effectiveness. Our contact centre CTI is a unified platform that can help agents access relevant information about customers, respond to queries within short turnaround time, and improve resolution rates. This tool can be seamlessly integrated across top telephony vendors like Avaya, Aspect, Cisco, Drishti-Soft, and Genesys. The primary advantage of Talisma CTI is that it can manage inbound and outbound calls, segment customers with intelligent routing, and assist agents in providing a more personalized experience.
Talisma’s omnichannel engagement platform is a transformative product that can help in streamlining complex organizational functions. This tool has advanced capabilities that are effective in understanding customer pain points, tracking the digital customer journey, capturing essential insights, personalizing service offerings, measuring campaign results, and more. Get in touch with us to know more about Talisma’s DCEP.