and your clients will be surprised at and satisfied with just how easy and quick it is to communicate with your company.
Inbenta’s online Chat system allows your contact center to optimally manage its resources. Chat agents are capable of interacting in a quicker and better way with your clients.
How is it possible to improve Chat management? Quite simply, as the semantic technology of inbenta provides support to the agent at every moment, offering them predefined answers that they may use while conversing with the user. These predefined answers are chosen by the system with regards to the question raised by the client and by means of a semantic analysis that automatically allows for responses to be linked up.
The Chat agent only needs to select which response is the most adequate. It doesn’t matter how many predefined responses there are in the system, as the technology from inbenta will show those answers that are the most appropriate and relevant. In this way, Chat agents are more productive and are capable of resolving a greater number of chat sessions in less time.
Additionally, the predefined response system allows guaranteed consistency in communicating with the client, placing attention on important aspects such as the tone of the dialog, the way of addressing the client, formalisms, spelling mistakes, and the agent will be able at all times to edit and customize the answers from the predefined models.
The Chat system is quicker and more efficient. Moreover, the Chat system is integrated with the rest of the products from inbenta and possesses mechanisms for integrating with the most prevalent external ticketing and CRM systems on the market (Siebel and Salesforce, among others).
The main characteristics of inbenta’s Chat system are:
- Easy integration with your website. As easy as adding a piece of code to your pages.
- Customization of the User Interface. The system allows for the user interface to be adapted according to preference, style, and corporate image.
- Dynamic routing, which allows conversations to be assigned to your agents according to parameters such as: geographical location, expertise, language, availability, time zone, or any business rule that you may need.
- Web management. The Chat management tool for agents, administration and configuration, studies and reports, everything is centralized into a single application, Backstage, which may be accessed through any web browser and which comes with a total guarantee of security and access.
- Management of predefined responses. The system allows you to incorporate and maintain a knowledge database of predefined responses in order to respond to the doubts and frequently asked questions of users.
- Semantic mapping of responses. The feature that sets inbenta apart from the rest! The system chooses the most relevant predefined answers for each user question. The agent takes charge of confirming and adapting the definitive response before answering the client.
- Satisfaction survey and feedback. The system allows your clients to rate chat sessions they have had with your agents by engaging in customer satisfaction surveys online.
- CRM integration. If your company already possesses a CRM or ticketing system, inbenta arranges a series of integrated APIs and WSs from online chat in your existing systems.