- Easily integrate the Chat Center software with your existing systems
- Deliver seamless, contextual experiences across channels
- Enhance customer support capabilities by empowering agents
Meet Targeted KPIs of Agent Performance With Ease
Measure agent productivity by getting direct visibility into a number of performance metrics such as average time in queue, average request handling time, etc. and suggest improvements.
Achieve Higher Customer Satisfaction, Improve CSI and NPS Metrics
Improve your team’s CSI and NPS metrics by enabling them to provide stellar customer support 24/7 no matter what the channel.
Optimize Workflow for Operators and Managers
Optimize task performance of your support team with the software’s automated routing capabilities.
Cut
Operational Costs
Scale up customer communication without increasing overhead costs by deploying chat bots.
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All Cross-Channel Communication Handled From a Single Interface
Receive all incoming messages from across channels — be it WhatsApp, Viber, email, or live chat — in one, single interface!
- Integrate all customer requests from non-voice channels
- Engage with customers on the channels they prefer
- Combine and store all cross-channel communication with customers in an easy-to-access conversation history
- Allow multiple agents to interact with your customers at the same time via a single platform
- Integrate all customer requests from non-voice channels
- Engage with customers on the channels they prefer
- Combine and store all cross-channel communication with customers in an easy-to-access conversation history
- Allow multiple agents to interact with your customers at the same time via a single platform
360 Degree View of the
Customer in a Single UI
360 Degree View of the Customer in a Single UI
Integrate the Chat Center with your existing software (CRM, CDP) and get instant access to all information about your customers including their communication history
- Get the full picture through data-enriched customer profiles
- Segment customers using CRM tags and based on their behavior parameters
- Easily integrate with all legacy systems via API
Automated Routing for More Effective Communication
Automatically route incoming customer queries from all channels to the right agent or bot based on multiple routing parameters
- Reduce response times by automating queue management
- Route requests to relevant operator to improve sales experience or customer support
- Seamlessly execute multiple complex query routing between agents and bots at any point of time during a conversation
Drawing Insights From Conversations
Effectively analyze conversation data to implement data-backed improvement changes in the customer communication process with the help of our real-time dashboards
- Take a quick look at the number of requests in queue
- Analyze the number of incoming queries at various time periods
- Track the number of requests on particular topics, responses, etc.
Engage and serve your customers with a live chat option for your website and mobile app that is easy to set up and operate.
- Buttons to guide users through automated scenarios
- Markdown to make short links, bullet lists for neat information presentation
- Website preview to display brief info about the URL
- Forms within chat to facilitate filling up customer details
Our Сhat Сenter is particularly suited to the needs of medium & large enterprises that are looking to enhance sales and increase customer satisfaction by delivering 24/7 customer support. We service a variety of industries including but not limited to:
Contact Centers
No matter what the industry, our Chat Center can help companies to establish communication with their customers on the most popular channels
BFSI
This industry can utilize our Chat Center to streamline a variety of activities including credit requests, insurance inquiries, new card requests, KYC verification, alerts and reminders, account balance checks, loan eligibility, and so on
Healthcare
Healthcare delivery becomes more efficient as our Chat Center can be used to schedule doctor appointments, share test results, get a consultation, receive medicine orders, and more.
Retail
Retailers can use our Chat Center to send messages related to product recommendations, payment confirmation, exclusive deals, shipment alerts, answer returns and refunds-related queries, and more
The Chat Center powered by edna has a wide pool of integrations for seamless work with the customer’s internal systems and third-party services. Systems available for integration are order management systems, CRM and CDP systems, Helpdesk, Recommendation services, and Telephony systems
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