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Helprace est la solution la plus simple pour gérer l'interaction entre le client et l'entreprise. Dotée d'un service d'assistance avec une communauté de clients intuitive et d'une application de collecte des opinions, Helprace est prêt à l'emploi. Sans guide ou manuel d'installation fastidieux, ni installation informatique.
Caractéristiques : règlements, macros, SLA, enregistrement des actions, collision d'agents, brouillons, modifications, intégration de messagerie, système de contact client, reporting.
Capacity is a secure, AI-native support automation platform to help you and your team save time and work smarter.
With the help of state-of-the-art AI, companies such as USA Mortgage, Newell Brands, Penguin Random House, and many more are turning to Capacity for their knowledge base, helpdesk and workflow automation needs. Thousands of employees at organizations large and small use Capacity to help do their best work. See what Capacity can do for you, your customers, and your team today!
Capacity is a secure, AI-native support automation platform to help you and your team save time and work smarter.
Are you System Integrator, MSP or IT Reseller?
Are you Office Dealer?
Are you Software House?
YDEA is a CLOUD platform, to manage Customer Service.
An All-In-One Suite to provide maintenance services and manage contracts:
- Tickets, Reports and sign from mobilee
- Asset Management
- Planning and Map to show ticket locations
- Contracs: rent and pay-per-page printers and MFPs, prepaid scaled contract, recurring billing
- Customer Portal
Cloud All-In-One Suite CRM and Customer Service for IT reseller, MSP, System Integrator, Dealer Office, Software House and more.
Revelation helpdesk is a 100% web based help desk solution that is so efficient it is like adding a virtual employee to your staff at a fraction of the cost. Through our transparent feature set and commitment to "ease of use," Revelation delivers the power and flexibility to lift you up to the next level rather than stand in your way.
100% web-based help desk application that will improve your business management & your customer relations.
PlayVox is a Quality Assurance software that allows you to monitor your customer service & support interactions across different communication channels such as chat email, phone & social media. We help you deliver Perfect Customer Interactions by engaging and empowering your agents.
- Easily measure customer service quality.
- Evaluate more customer interactions in less time.
- Drive agent engagement by using continuous feedback and coaching.
- Increase agent performance
With PlayVox, you can finally get rid of time-consuming spreadsheets, and run your entire QA program in a smart, easy and fast way
Customer conversation platform that tracks website visitors, helps to capture leads, return customers and provide support. With a full range of marketing instruments, Dashly raises conversions on every step of the funnel:
-eCRM to keep visitors and leads;
- used data tracking without coding;
- live chat;
- email, pop-up forms to engage users;
- triggered messages to reduce retention;
- analytics to estimate effectiveness.
Customer conversational platform to generate more leads, close more deals and help your customers succeed
Its hard being productive when you spend half your time reading emails, and the other half flipping between platforms to tell your team about said emails.
You need a single app thats going to help you move faster and keep everything and everyone on the same page.
As a collaboration hub, Loop Email connects your team so you can chat, exchange files, and manage shared inboxes easily. It brings messages, emails and files in one app.
Loop Email helps teams connect, collaborate and communicate all in one place.
MessengerPeople et le fournisseur leader de SaaS pour communication client via messagerie instantanée. L'innovante Messenger Communication Platform est une solution pour le service client professionnel via WhatsApp Business API, Apple Business Chat, Facebook Messenger, Telegram, et Viber. MessengerPeople est un partner officiel des apps Messenger les plus utilisés du monde. Plus que 1.900 entreprises telles que BMW, Lufthansa, PANDORA, et bien d'autres utilisent la solution MessengerPeople.
Avec le logiciel de MessengerPeople vous pouvez rendre votre service client plus efficace et professionel avec les apps Messenger.
Replicant Voice is an out-of-the-box solution that solves tier-1 customer service issues over the phone using the power of conversational AI. You can think of Replicant Voice as a self-service, "Thinking Machine". Just like Agents, Replicant is able to speak with customers in a natural tone, answer questions without delay, and deflect calls to resolve customer issues quickly. Replicant offers customer service thats available 24/7, elastically scalable, and cost-effective.
The world's first conversational AI platform that makes guided self-service possible over the phone.
bpm'online service propose des processus prêts à l'emploi basés sur les meilleures pratiques du secteur pour les moyennes et grandes organisations. Gérez les demandes des clients et automatisez les opérations de service en suivant des processus prédéfinis pour offrir un excellent service client.
bpm'online est reconnu dans le Magic Quadrant de Gartner pour le centre d'engagement client CRM 2018, 2017, 2016 et 2015.
Plateforme intelligente de gestion des services conçue pour accélérer la prestation de services et améliorer la satisfaction client.
LeadDesk est un logiciel de service client basé sur le cloud pour les centres d'appels. Connectez-vous avec vos clients, quel que soit le canal.
LeadDesk est un logiciel de service client basé sur le cloud pour les centres d'appels. Connectez-vous avec vos clients, quel que soit le canal.
Enables organizations to respond to its users more efficiently. It is specialized for mobile apps and games.
The Ultimate Customer Experience
Buffer Reply turns your Twitter, Facebook, and Instagram engagement, comments, and questions into threaded conversations, all neatly organized in one inbox for your team to tackle, together. Our refined brand monitoring filters let you bypass the chatter of social media, so your team can focus on the support-related conversations that matter most to your brand. Reply puts critical customer service data at your fingertips with robust reports, so you can make the best decisions for your team.
The social customer service software for support teams. Solve customer issues on social, crush your queue, & get to inbox zero-faster.
ServiceDock is a customer engagement platform that helps multi-unit businesses attract and retain more customers.
We do that by helping you:
- build loyalty at location-level by connecting store staff to the local community via messaging;
- capture real-time feedback via the messaging apps consumers love using;
- easily follow up with disgruntled customers to turn detractors into promoters;
- drive customer advocacy among happy customers.
ServiceDock is a customer engagement platform that helps multi-unit businesses attract and retain more customers.
FuseDesk is THE Integrated Help Desk and Messaging Platform Add-On for Keap and Infusionsoft by Keap with deep integration leveraging InfusionsoftID login, full Infusionsoft template support (including Infusionsoft merge field data, custom fields, and automation links), powerful Infusionsoft automation with Campaign Builder and so much more. Come see why Infusionsoft users are upgrading their help desk to FuseDesk today with a full feature, no time limit, no credit card needed, free app!
FuseDesk is THE Integrated Help-Desk and Messaging Platform built for Infusionsoft and Keap from the start. Get a Free App Today!
INTOUCH est une solution en nuage (SaaS) permettant de gérer les engagements des clients multicanaux lors de parcours client de grande valeur.
INTOUCH est une solution en nuage (SaaS) permettant de gérer les engagements des clients multicanaux lors de parcours client de grande valeur.
Gluru MIND, is an AI-powered CEM solution that seamlessly integrates with your existing CRM platform to enable your business to proactively engage with its customers. By leveraging your new or existing knowledge, MIND uses patented AI technologies to dialogue with your customers and guide them towards the knowledge they seek. In doing so, MIND reduces the friction between businesses and users by making it incredibly easy for you to convert your customer's interests into successful outcomes.
Building the MIND for your business.
Richpanel is a Live Chat & Helpdesk tool specially designed for e-commerce stores. With deep integrations to Shopify, Woocommerce & Magento, agents can see data-rich customer profile next to each message. With Richpanel, store owners can support customers on email, live chat, phone and Whatsapp in one place. Support teams can take order actions like cancel, refund & returns in one click. Support teams will be more productive and effective with automation, task bots, macros & collaboration tools
Richpanel is a Live Chat & Helpdesk tool specially designed for Shopify, Woocommerce & Magento.
Cx MOMENTS utilise l'intelligence artificielle pour analyser les conversations du service client à grande échelle. Ils détectent des sujets dans l'activité de support, trouvons des motifs de contact, des bugs, des mentions de produits et beaucoup plus. Et ils mesurent leur impact sur la satisfaction client et le coût engendré. Ils se connectent à Zendesk, Freshdesk, Salesforce et bien d'autres.
Cx MOMENTS utilise l'intelligence artificielle pour analyser les conversations du service client à grande échelle. Ils se connectent à Zendesk, Freshdesk, Salesforce et bien d'autres.
Now 100% FREE: CM.com connects businesses to their target consumers through their mobile phones using the world's top messaging channels such as SMS, Whatsapp, Apple Business Chat, RCS, emails, and more. Combined with a Customer Data Platform and integrated payments, CM.com empowers more personalized engagements, conversations, & conversions. For over 20 years now, over ten thousand clients including Formula 1, Toyota, & Ikea have relied on CM.com for better sales, marketing, & service.
CM.com's Together Suite is FREE until 7/1, register by 4/30. Reach customers via SMS, chat apps, landing pages, e-signatures, & more.
TechExcel CustomerWise is an integrated CRM software application for managing customer relationships throughout the entire customer lifecycle, covering support, sales, marketing and asset management.
CustomerWise is a support-focused but complete CRM solution covering support, sales, marketing and asset management.
Are you are looking for IT HelpDesk, Customer Service, CRM, Support, Trouble Ticket, Issue Tracking or Bug Tracking software? Manage all your company communications from a single point, provide outstanding support to your customers AND save money. Feature rich and affordable, versaSRS has all the features your business needs: knowledge base, customer self service, contracts management, integrated CRM, asset management, and much, much more.
Web Browser delivered CRM solution for managing corporate Contacts, Organizations, Functions and Events related data.
Give staff and consumers one place to get fast answers your brand stands behind.
Our patented community knowledge base has comprehensive features that are easy to use and affordable. Plus our attention to you is unlike most other vendors. See why credit unions, AAA clubs, eCommerce sites and others utilize FuzeDigital's multi-channel knowledge base & case management for self-service and assisted-service support.
Knowledge base and contact management designed to get staff and consumers to great answers fast via self-service & assisted support.
Windows-based help desk tool for tracking customer service issues as well as managing miulti-location customer communications.
Windows-based help desk tool for tracking customer service issues as well as managing miulti-location customer communications.
An intuitive interface to help you navigate all inbound conversations from multiple social profiles in a single queue. Also track conversations from forums, blogs and millions of other sources
Take quick actions such as Reply, Assign or Archive as well as view key information about your social customer all at one place. Measure your performance on response time, number of responses made, response ratio and much more
Simplify your social media marketing, reputation management, and social customer service needs with ThoughtBuzz platform.
AnswerDash uses Object Search technology to deliver relevant Q&A content, personalized to the customer's context and need. The AnswerDash tab is embedded within your site or app for a seamless user experience.
AnswerDash has helped businesses reduce customer support tickets by 30-50%, increase help content usage by up to 18x, and boost conversion rates by 10-30%.
AnswerDash also provides analytics tools that highlight common customer questions and identify content gaps on your site.
AnswerDash delivers instant contextual help to customers, right in your site or app, reducing support costs and boosting conversions.
Looking for easy-to-use helpdesk software that can help you offer excellent service to your customers through multiple channels? SutiDesk is the solution for you. With SutiDesk, you can automatically convert emails to tickets and assign them immediately. Analytics and dashboards for quicker and better resolutions.
Powerful Online Help Desk Software that helps customer support agents to effectively manage service requests.
easiware aide les marques à gérer et améliorer leurs interactions clients pour maintenir une relation client de qualité grâce à la personnalisation. Consolider la connaissance client, centraliser le traitement des demandes clients, piloter la satisfaction, easiware permet aux entreprises de transformer leur service client pour une expérience client utile et mémorable. L'objectif est d'aider les marques à devenir et rester une love brand via une relation client à la hauteur des attentes clients.
easiware, solution omnicanal de gestion des interactions clients, aide les marques à transformer et personnaliser leur relation client
With Cention you can:
* handle all your channels in one system with pure OMNI-channel support
* get a full 360 view of all your customers communication, including complete history
* have chat bots working side by side with your agents with seamless transfers and full history
* route all errands to the right queue, right agents and right bots automatically
* get external and internal help with our Collaboration feature
* get full statistic coverage with our Reports module
Handle all channels in one system with pure OMNI-channel support and get a 360° view of all your customers communication.
ProProfs Help Desk est un outil complet qui permet aux entreprises de rationaliser facilement tous les processus de support client. Du moment où un client se connecte à un agent d'assistance, afin de créer un cas d'assistance pour son problème à l'attribution de ce cas d'assistance, tout est pris en charge avec ProProfs Help Desk.
Avec une fonctionnalité de boîte de réception partagée qui rend la collaboration entre les agents d'assistance facile et efficace. Cet outil est également livré avec une fonctionnalité de reporting robuste pour surveiller les performances des agents.
ProProfs Help Desk est un outil de support client qui permet aux entreprises de résoudre leurs problèmes instantanément.
Logicalware is a scalable software platform that maximises customer engagement and experience to strengthen relationships with your customers. We connect you to your customers with seamless communication in a single interface, managing inbound communications and increasing the visibility of each customer.
Every customer. One platform.
Application support client simple avec une interface utilisateur intuitive prenant en charge le marquage personnalisé de l'entreprise. 5 par mois par utilisateur.
Application support client simple avec une interface utilisateur intuitive prenant en charge le marquage personnalisé de l'entreprise. 5 par mois par utilisateur.
Suite that consists of Web Chat, Instant Call-Back, Email, SMS, Knowledge Base, Social Media and Workflow.
Suite that consists of Web Chat, Instant Call-Back, Email, SMS, Knowledge Base, Social Media and Workflow.
Web based help desk software! Chataroo eTicketing allows you to manage your support services more efficiently, treating each and every incoming request as a unique, traceable ticket. Managing support requests sent in via email, through the web or over the phone in one EASY to use system empowers your support agents and reassures your end-users of quick, efficient and quality support! For customers who want immediate help, nothing satisfies and converts quite like Live Chat Support.
Chataroo is an all around solution that helps manage customer support with live chat, ticketing help desk, and visitor tracking.
We build software for universal customer engagement. By focusing on the customer, we deliver success for your business. Using our operating system, we centralise your digital contacts to increase both the quality and the efficiency of your operators. This is backed up by our bespoke automation functionalities. Our approach is truly omnichannel; no matter where/when/how your customer gets in touch, their query will be handled by the right person, using the right information, at the right time.
Gnatta allows businesses of all sizes to listen and engage with their customers on an individual basis via one single interface.
Help desk database management solution that stores and tracks customer requests with features like charge calculator,& payment tracker.
Help desk database management solution that stores and tracks customer requests with features like charge calculator,& payment tracker.
Offrez une assistance instantanée à la demande, la conversation en direct, le contrôle à distance ou une assistance avant-vente à vos clients partout dans le monde en utilisant n'importe quelle connexion Internet. NetSupport 24-7 inclut la conversation en direct, des pages Push, des scripts opérateur, des enquêtes de sortie pour capturer les commentaires des utilisateurs, un reporting instantané sur l'inventaire matériel et logiciel et une gamme d'outils de support. L'opérateur peut montrer son écran ou une application sélectionnée à un client pour la formation en temps réel, avec capacité audio VOIP complète et prise en charge des systèmes Mac OS.
Offrez une assistance instantanée à la demande, la conversation en direct, le contrôle à distance ou une assistance avant-vente à vos clients partout dans le monde.
Permet de numériser les appels du service client sur mobile en transformant un appel en expérience digitale, quelle que soit la manière dont l'appel a été initié (numéro composé directement ou appel lancé depuis le bouton d'un site web ou d'une appli), afin de vous permettre de devancer vos concurrents.
Permet de transformer les appels du service client en sessions numériques, pour une expérience client plus rapide, plus efficace et plus rentable.
Callmaker helps you get up to 50% more incoming sales calls. Website visitors really like it, because it allow them get a guaranteed phone connection in 25 seconds with a live person absolutely for free, anywhere in the world.
When your client submit a request, Callmaker quickly find available sales rep on mobile or landline phones, than call back and connect them in one line. With Callmaker you can provide high-class service, analyze call traffic sources, and boost sales funnel instantly.
Get up to 50% more incoming sales calls from your website with automated callback in 25 seconds. Wow effect is guaranteed!
InGenius Connector Enterprise expertly integrates existing telephone systems into leading CRMs with an enterprise-proven solution for customer service desks and contact centers. Using innovative computer telephony integration (CTI), InGenius equips agents with features like screen pop, automated call logging, CRM screen transfer and call reports. Backed by reliable expertise and superior customer care, InGenius helps service teamsincrease productivity and enhance the customer experience.
InGenius connects telephone systems into leading CRMs for productive customer service teams and world-class customer experiences.
Engage Digital permet aux entreprises de gérer tous leurs canaux de relation client digitale au sein d'une même plateforme. Par conséquent, les agents peuvent gérer plusieurs canaux à travers une interface unique, augmentant ainsi leur vitesse de réponse, rationalisant l'affectation des ressources et nivelant le flux pendant les périodes de pic, pour une meilleure satisfaction du client. Plus de 14,5 millions messages provenant de diverses sources (e-mail, chat, messagerie, réseaux sociaux, etc.) sont classés et envoyé aux agents en charge du service clients.
Gérez tous vos canaux de relation client digitale via une plateforme unique.
Artificial Intelligence + Helpdesk Software = Better Relationships.
ThinkOwl is an artificial intelligence based, helpdesk software that combines human and machine learning.
ThinkOwl leverages your human resources to the max through intelligent automation. It empowers your organization to enhance customer experience and fly high, even with limited staff and resources.
Multi-channel customer service software fully powered by artificial intelligence.
Yekaliva is an intelligent chatbot platform designed to help track leads, scale customer support, and automate workflows. Using advanced Artificial intelligence and machine learning, Yekaliva learns with every interaction it has. Over time, the chatbot learns to talk as naturally like a human.
Yekaliva is an intelligent chatbot platform designed to help track leads, scale customer support, and automate workflows.
Customer service management solution that helps CX teams to manage customer feedback, gain visibility across all workflows, and more.
Customer service management solution that helps CX teams to manage customer feedback, gain visibility across all workflows, and more.
Synthetix transforms online customer service into exceptional customer experiences. Scalable and reliable without the need for labour intensive IT interference, Synthetix enterprise customer contact tools offer comprehensive reporting, analytics and editorial control. Proactively present customers with the information they need at each stage of their online journey with this suite of unique customer service solutions.
Synthetix transforms online customer service into exceptional customer experiences.
Omnicus is a platform that enables an awesome customer experience across voice, chat, email, social media and - all from one unified interface. Give your customers new ways to interact with your company by enabling a text-based conversational interface, such as a virtual assistant, powered by AI. Try for free or schedule a demo to see how Omnicus can enhance your customer experience!
Support, engage and retain your customers across voice, chat, email, social media and SMS in one unified interface.
Most agencies struggle with connecting with individuals in their community which leads to disengagement and frustration. The module includes features like photo upload, public portal, report generator, alerts and notices, knowledge manager, integration, and mobile availability. The module will help you to automate systems, collect data, control processes, connect people, enforce regulations, and analyze data.
Request management software
A Customer Experience Management (CEM) Solution for contact centers that guides winning conversations with customers. It leverages the insight you have about each customer in the context of each interaction to deliver optimal customer experiences and organizational outcomes. Synchrony brings your CEM strategy to life in a realistic, operational model that grows your business while improving operational results.
A Customer Experience Management (CEM) Solution for contact centers that guides winning conversations with customers.
Panviva is a cloud knowledge management system that empowers your employees to provide top quality customer service. Panviva captures information from wherever it is stored in your organization, optimizes it for better understanding and delivers it to any employee, anywhere. It eliminates the need to search endlessly for critical process information. Panviva delivers it right to your employees at the moment-of-need!
Panviva captures information, optimizes it for better understanding and delivers it to your employees, anywhere.
Le logiciel SRM permet aux entreprises d'automatiser l'ensemble de leurs processus de prestation de services, de maintenance sur site et de service client, des centres d'appels et de réparation au dépôt au suivi et à la planification du temps. Celui-ci fournit le cadre nécessaire à l'amélioration de l'efficacité opérationnelle et à la réduction des coûts de votre organisation de services tout en favorisant l'excellence du service. Combinant les objectifs de service avec un processus d'entreprise cohérent, le logiciel SRM a le potentiel de transformer les départements de maintenance sur site des centres de coûts en générateurs de revenus.
Logiciel de gestion des relations de service conçu pour automatiser les processus de service client, les réparations au dépôt, le suivi du temps et la planification.
Brand Embassy est la plateforme cloud pour service client la mieux notée qui offre plus de 30 canaux de réseaux sociaux intégrés, une messagerie instantanée, un chat en direct, une messagerie électronique et un générateur de chatbot alimenté par l'IA. Brand Embassy est un partenaire de mise en œuvre et de solution pour les canaux populaires tels que la solution WhatsApp Business ou Apple Business Chat. Les clients sont des entreprises de télécommunications, des banques, des entreprises de vente en ligne et des commerces de détail. Brand Embassy est une solution sûre, évolutive et économique. Elle est facile à intégrer.
Brand Embassy est une plateforme omnicanal de service client numérique pour les centres d'appels. Il s'agit d'une solution d'économie des coûts de l'entreprise.
Ongair is an easy to use dashboard that enables businesses to perform great customer care on WhatsApp and soon on WeChat and other popular Instant messaging platforms.
Customer service on Instant messaging is 7x faster and more personal allowing brands to close customer queries in realtime where their customers spend the most time... on their phones.
With our Zendesk integration you can use Zendesk to manage your team and tickets.
Ongair enables businesses to perform great customer care on WhatsApp, WeChat and other popular Instant Messaging platforms.
Effective digital customer service is omnichannel. ITC's digital engagement platform allows customers to connect with you on their channel of choice, including: SMS, social media, email, live chat, instant messaging, and Apple Business Chat. ITC also consolidates all digital channels into one interface with CRM integration, which will make both agents and customers happy by eliminating customer service bottlenecks. And chatbot integration allows for truly scalable digital service.
ITC delivers omnichannel customer service, integrated with your CRM. Improve CX by engaging with customers on their channel of choice.
Make every customer interaction stronger with DaVinci, a flexible contact center platform providing integration solutions for cloud, premise and hybrid contact centers.
DaVinci gives contact centers the ability to choose different applications for the communication channels they use (voice, chat, SMS, etc.) and consolidates them, giving contact centers the best of breed solutions they want, without sacrificing a seamless agent experience.
DaVinci is a flexible contact center platform that integrates contact center vendors and features that elevate performance.
Altitude Xperience est une solution complète de call center, sur le cloud, qui évolue en fonction des besoins individuels de l'entreprise. Avec ses capacités multimédias entrantes et sortantes, elle est prête à l'emploi, mais toujours personnalisable pour répondre aux besoins spécifiques de l'entreprise. Altitude Xperience donne aux centres d'appels une plus grande flexibilité commerciale et la capacité d'offrir une excellente expérience client. Réseau de stockage à haute disponibilité et maintenance du système 24h/24, 7j/7 pour que les opérations ne soient jamais perturbées.
Fonctionnalité de call center exceptionnelle sur le cloud au niveau des meilleures solutions sur site.
Multichannel Response Management solution for customer service organisations which enables service automation through automatic customer identification, artificial intelligent components based on Natural Language Processing to categorize requests based on free-text (Mail, Social Media Posts,Chat, Letter/Fax, etc.)
Seamless integration with telephone and contact center solutions, as well as service relevant tasks of your ERP/CRM in order to deliver a single user-friendly agentdesktop.
Service management tool. Automation through AI modules (NLP, routing), Multichannel-Ticketing incl. knowledge support and Reporting
Qelp est le leader mondial des logiciels de libre-service en ligne pour tous les appareils. Les atouts de cet outil permettent aux opérateurs télécoms de réduire les coûts d'assistance, d'augmenter les revenus par utilisateur, de renforcer la satisfaction des clients et d'offrir une meilleure expérience client.
Qelp est le leader mondial des logiciels de libre-service en ligne pour tous les appareils.
Un logiciel de support client en ligne avec service d'assistance, forum, base de connaissances et fonctionnalités de chat en direct.
Un logiciel de support client en ligne avec service d'assistance, forum, base de connaissances et fonctionnalités de chat en direct.
With GetinQ you can efficiently manage, reduce, and improve response time in support centers. When agents get into difficulty while assisting a customer, they will get the attention of the team leader based on their waiting time and request priority. GetinQ provides unique analytic reports, you can track how your team is performing, responding as well as what support requests they are making. This allows you to pinpoint any weak spots that could benefit from specific training or extra attention.
Intelligent waiting system that helps you to reduce customers waiting time, boost staff productivity and improve your agent's knowledge
CafeX Live Assist transforms digital customer experiences in Microsoft Dynamics 365. Visitors to company websites and mobile applications can engage with marketing campaigns, interact with chatbots, start chat sessions with live agents and transition to real-time conversations through voice, video and cobrowsing. What's unique about Live Assist is its tight integration with Dynamics 365, providing agents with a seamless, single-pane-of-glass experience.
Live Assist for Dynamics 365 delivers omnichannel customer engagement with live chat, bots, cobrowse, voice and video communications.
CallTaker is an affordable, sophisticated cloud based business management system that allows you to connect and service your business and customers more efficiently and easily than ever before. Log calls, create requests, assign tasks, run reports, dispatch technicians. All this and much more is possible with CallTaker. CalltTaker is the complete business tool you have been looking for.
An online business management tool for logging calls, tracking tasks and jobs, assigning work and workflow management.
Your customers want to communicate... but are you listening? Bamboo Cricket offers a suite of affordable, easy-to-use customer service tools that will help you make the connection and keep the conversation going. Available individually or as a bundle, only Bamboo Cricket offers a complete solution with email marketing, inbound email processing and live chat technology.
Provides easy-to-use feature sets for efficient customer and database management - Inbound Email Response Management and Live Chat.
Enables your business' landline number to receive and send texts through a web-based inbox that can be accessed from anywhere.
Enables your business' landline number to receive and send texts through a web-based inbox that can be accessed from anywhere.
Les clients s'attendent à une assistance efficace via plusieurs canaux. Le temps d'attente pour le traitement des requêtes par le personnel commercial, le service clientèle et les équipes des réseaux sociaux peut entraîner une perte de clients et d'activité. Clickatell Touch est un outil de chat en direct qui vous permet d'homogénéiser vos équipes de réponse sur les canaux entrants pour produire une messagerie cohérente en temps réel et un service à la clientèle à la demande. Cette solution de chat en direct évolutive nécessite d'augmenter les conversions et de fidéliser la clientèle.
Solution de chat en direct omnicanal avec le service client qui vous permet de répondre instantanément aux demandes sur le web, les réseaux sociaux et les appareils mobiles.
Jatana is an AI Customer Service Platform that integrates with your helpdesk (Zendesk, Service Cloud, Salesforce) to perform Efficiency Automations (Automatic Ticket Categorisation and Automatic Ticket Routing), Assisted Resolutions (Suggestion of the most suitable answers to complicated issues so customer support agents can do their jobs better) and Automatic Resolutions (Resolution of repetitive issues without any human involvement at any stage of the process).
ROI -40% ART, +30% efficiency
Jatana is an AI Customer Service Platform that automates repetitive customer support processes, saving time & money while boosting CX.
Cloud based video platform, allowing you and your human team to have a physical presence anywhere.
Cloud based video platform, allowing you and your human team to have a physical presence anywhere.
Deskware is a trustworthy, cloud-based customer support solution for any industry. The cloud-based nature of the ticketing system helps to keep track of conversations and prioritize, categorize and assign tickets so you are always a valuable resource for your customers. Deskware provides a system that is flexible, scalable and simple-to-use, making customer support an easily manageable process.
Deskware is a cloud-based customer support solution that allows businesses to manage customer interactions and problem-solving methods.
Help desk software solution for the IT support and service provider communities.
Help desk software solution for the IT support and service provider communities.
Close Support help desk software is a multi-user service desk application, simple to install and easy to use. The software will enable your service team to work effectively and efficiently, solving problems and providing top class customer service. The design allows support and service teams to work effectively together by sharing asset and support information. Low prices, a simple licence model and great functionality make Close Support the most cost-effective help desk software on the market.
Multi-user help desk software application that is affordable, simple to install and easy to use.
Automate day-to-day tasks for sales, customer service, marketing, help desk and call centers.
Automate day-to-day tasks for sales, customer service, marketing, help desk and call centers.
Web and LAN based integrated customer service - tracks trouble tickets through completion and resource utilization.
Web and LAN based inegrated customer service - tracks trouble tickets through completion and resource utilization.
Système d'assistance/help desk qui inclut le suivi des défauts, l'intégration e-mail, la gestion du temps et bien plus encore.
Provide a central, searchable self service knowledgebase to address common questions, provide solutions or share helpful articles to better support your customers.
Deliver awesome customer service across every support channel quickly & easily. InstantKB pulls together all your inbound questions from email, web, live chat, phone, Facebook & twitter to provide a single, consistent view of all your support helping agents help customers fast.
InstantKB is a simple, yet powerful help desk designed to help busy businesses reduce, streamline & deliver great customer support.
Web-based enterprise level complaint handling software to help increase your company's productivity.
Web-based enterprise level complaint handling software to help increase your company's productivity.
Customer management system provides the right information and tools for concentrating on sales priorities at all time.
Customer management system provides the right information and tools for concentrating on sales priorities at all time.
Neocase CS est une solution unique de service et de support client qui réduit les coûts de service, augmente la satisfaction client et améliore les niveaux de service. Avec la fonctionnalité Business Process Management et Business Intelligence, les entreprises peuvent analyser, créer, mettre en œuvre, surveiller et accroître davantage la satisfaction client et les flux de travail métiers afin d'augmenter considérablement l'efficacité et la rentabilité des services. Les entreprises mondiales transforment et différencient leurs activités avec les technologies Neocase.
Ce logiciel optimise la productivité et la qualité de service grâce au libre-service, à la gestion des connaissances et à des flux de travail avancés.
Solution de support client basée sur le web avec gestion des incidents, des nouvelles et des connaissances, catalogue de produits et forum de support.
Solution de support client basée sur le web avec gestion des incidents, des nouvelles et des connaissances, catalogue de produits et forum de support.
Logiciel d'interaction multicanal avec les clients, disponible en mode SaaS ou déploiement classique. Permet d'améliorer l'engagement et la satisfaction client, de réduire les coûts du service client et d'augmenter les ventes.
Logiciel d'interaction multicanal avec les clients, disponible en mode SaaS ou déploiement classique.
Next Generation Service Fulfillment is a solution which realizes the component-based service creation concept in order to reduce service lifecycle and enables CSPs to quickly update the customer service portfolio.
Component-based service creation concept to reduce service lifecycle and enables CSPs to update the customer service portfolio.
Crow Canyon Software's Customer Service Application for Office 365 and SharePoint captures requests from customers and clients using our portal, email, mobile platforms, and the web, turning those requests into rout-able tickets. Escalating alert features keep the tickets moving to resolution. Priority filters quickly identify deadlines and overdue tickets. Attach forms, documents, and link assets, equipment, CRM, etc to tickets. Customers will benefit from quick and accurate responses.
Provides a powerful account, contact and ticket management that your organization requires to optimize call center/support activities.
Organizes your customer care so you can focus on delivering the best service possible.
Organizes your customer care so you can focus on delivering the best service possible.
Scalable multi-language support system for products and services with contract compliance functionality.
Scalable multi-language support system for products and services with contract compliance functionality.
Support clients in various locations with one application through a web-based portal or an automated bug notification tool.
Support clients in various locations with one application through a web-based portal or an automated bug notification tool.
Assign customer support requests to teammates, leave private notes, and set status - all right from inside Gmail.
Founded in 2016 and based in Brooklyn, NY, we built Keeping for teams that do more than just customer support. If you are busy juggling important customer requests with the rest of your job, then we're glad you found us, because we built Keeping for you.
Keeping is the world's first customer support platform integrated with Gmail.
CIRA is a patent-pending digital assistant platform designed for financial services enterprises that helps in driving customer experience and business efficiency. Built from CogniCor's financial services expertise and trained with 200,000+ enterprise documents, CIRA offers banks, insurance and wealth management companies an intuitive way to build AI-powered digital assistants.
CIRA is a digital assistant platform designed for financial services enterprises that helps in driving customer experience.
iCity-CSP est un système de gestion administrative locale en ligne, complet et intégré, qui accroît la satisfaction des citoyens, accroît la productivité du personnel et aide à mieux se conformer aux exigences réglementaires. iCity fournit une plateforme de services aux citoyens de bout en bout, automatise les processus opérationnels courants et fournit un grand nombre de modules d'application. Ces modules comprennent quatre volets : information, services électroniques, communication et collaboration.
iCity-CSP est un système de gestion complet et intégré qui fournit des portails et des services en ligne aux administrations locales.
Richmond ServiceDesk provides technician and customer web interfaces that are modern, touch-friendly, well-organised and configurable. Main product features include incident/service templates, email templates, knowledge base, resource calendars, search-as-you-type CMDB with asset discovery, tracking, maintenance and history. Integrated ITIL modules include Incident, Request, Problem, Change, SLA, Service Catalogue, and a fully-customisable customer service portal.
Web-based service desk with customer service portal designed for internal ITSM and external customer support.
Vocalcom Cloud Customer Service Solution has been crafted to deliver smart, intuitive, enterprise level contact center functionality that is easy to implement and manage and most important enables call center agents to deliver excellent customer service. The solutions integrate with leading CRM applications, such as Desk, Salesforce & Zendesk, make customer data easily accessible, so agents never have to wade through endless systems to provide fast and personalized customer service.
Vocalcom is a leading cloud customer service software solution. Over 550,000 agents use Vocalcom to increase customer satisfaction.
Clarabridge helps hundreds of the worlds leading brands improve the customer experience by putting customer feedback to work. Our solution offers the only omni-source listening, best in class customer analytics, and real-time, guided actions for fast front-line response. With customer feedback trends, correlation, and root cause analysis the best and biggest companies in the world use the Clarabridge SaaS solution to power their CEM programs.
Clarabridge helps you understand and improve your customer's experience by putting customer feedback to work.
Web based service desk software with help desk support, ticketing system, asset management and knowledge base.
Web based service desk software with help desk support, ticketing system, asset management and knowledge base.
Collects every ticket from a wide range of support channels: E-mail, Twitter, Facebook, Trustpilot, Live Chat and more.
Collects every ticket from a wide range of support channels: E-mail, Twitter, Facebook, Trustpilot, Live Chat and more.
OMQ is an AI-based customer service software.
OMQ develops intelligent systems that automatically respond to customer service requests. All products and communication channels are controlled by your own intelligent knowledge database. Currently, there are 5 products and 3 modules to efficiently optimize your customer service. You can easily add the things you need via plug and play.
OMQ developed customer service software with AI to simplify customer communication for companies.
Requuest is web-based SaaS service desk software designed for delivering worry-free IT support, a platform allowing agent's productivity to go beyond client expectations. Requuest gives you an edge in reducing ticket volume, automating quick response and make IT results shine across your business. Create workflows. Manage assets. Set business rules. Visualize key reports. Auto-assign. Prepare survey. Customize portal. Filter dispatch tickets. Meet all around service levels. Requuest. You got IT.
Requuest is web-based SaaS service desk software designed for delivering worry-free IT support.
Faasthelp is a sales and customer support software powered by Artificial intelligence. Our faasthelps products which are chatbot, talkbot and mail bot proactively starts chatting with your customers and solves the query, gives assistance if they have any.It will reply within seconds through chat, voice, and mail whenever customers are on your website. Our products will also help you in sales of your products or services.
Faasthelp-Artificial intelligence powered sales and customer support software
Plateforme de base de connaissances de premier ordre avec méthodes de contact intégrées pour l'optimisation des canaux.
Plateforme de base de connaissances de premier ordre avec méthodes de contact intégrées pour l'optimisation des canaux.
Ameyo Engage est un logiciel pour call centers basé dans le cloud qui permet aux entreprises de prendre le contrôle de leurs opérations en déployant plus rapidement des modifications des initiatives d'interaction client et en motivant leurs employés, ce qui se traduit par une meilleure expérience client, une amélioration des ventes et des paiements et, finalement, d'acquérir des clients fidèles et de créer des employés heureux.
Développez votre activité en fidélisant vos clients avec un logiciel de centre d'appels des clients de niveau international.
Pega Customer Service anticipates customer needs, connects customers to the right people and systems, and automates or intelligently guides each step of your interactions, so you can rapidly and continuously evolve your customer service experience.
Pega Customer Service allows the enterprise to anticipate needs and deliver a personalized service experience for every customer.
Consumer engagement and CRM software that enables companies to deliver exceptional customer experiences. Guide your agents through each consumer interaction with recommended steps that anticipate the consumers next move. Reduce consumer frustration with smart software that ensures your agents collect the right information for each situation. Personalize the consumer journey with unrivaled accuracy based on a single clear view of your consumers and their needs.
Boost your agents ability to anticipate consumer needs while increasing productivity and reducing training time with a smart CRM.
La bonne solution pour surveiller et analyser le trafic téléphonique pour Cisco.
Offers cloud based after sales service platform to enterprises for automating customer support services.
Offers cloud based after sales service platform to enterprises for automating customer support services.
Logiciels de service client : guide d'achat
Table des matières
Qu'est-ce qu'un logiciel de service client ?
Un logiciel de service client est un système de cas d'assistance qui documente et suit les demandes des clients et qui y répond. Il réunit les demandes provenant de plusieurs canaux (tels que le téléphone, la messagerie électronique, la messagerie instantanée en direct et les réseaux sociaux) au sein d'un portail unique, ce qui permet aux agents de traiter les demandes rapidement et avec facilité.
Grâce à ce logiciel, plusieurs agents peuvent travailler sur un même cas d'assistance, ce qui facilite la collaboration entre divers services pour répondre aux demandes des clients. Cet outil fournit également des rapports détaillés et des informations sur les interactions avec les clients. Il est ainsi plus facile pour les organisations d'évaluer la qualité de leur service client.
Avantages d'un logiciel de service client
Un logiciel de service client aide les entreprises à gérer et préserver une relation avec les clients. Cette solution peut vous aider à bénéficier des avantages suivants :
- Recueil des demandes des clients provenant de nombreux canaux : les logiciels de service client recueillent les demandes des clients provenant de nombreuses plateformes et les réunissent dans un flux unique. Qu'il s'agisse d'un appel à la ligne d'assistance, d'un e-mail adressé à l'équipe d'assistance ou d'un commentaire sur votre page de réseau social, l'outil génère un cas d'assistance pour chaque demande de client. Ces cas d'assistance sont automatiquement ajoutés aux flux centralisés, ce qui garantit qu'aucune demande n'est ignorée.
- Réduction du temps consacré par les agents à chaque demande : le logiciel fournit une base de données dans laquelle effectuer des recherches pour référence rapide. Les agents peuvent assigner un cas à un membre d'une autre équipe ou le transférer à l'équipe appropriée, en orientant le client vers la meilleure ressource. Les réponses standardisées, les modèles aisément modifiables et la capacité à répondre simultanément à de nombreuses demandes raccourcissent le délai de résolution des cas d'assistance.
- Accroissement de la satisfaction des clients grâce à une résolution plus rapide des problèmes : ce type de logiciel permet aux utilisateurs de traiter chaque cas d'assistance en fonction de la priorité et de réduire le temps d'attente. Il organise également le flux de travail de résolution des cas d'assistance et permet aux agents de collaborer sur des cas. Le cycle de résolution s'en trouve raccourci et les niveaux de satisfaction des clients sont améliorés.
- Obtention d'informations sur les performances de l'équipe : les logiciels de service client offrent des capacités d'analyse associées à des rapports et tableaux de bord personnalisables, ce qui fournit des informations sur les performances de votre équipe d'assistance. Découvrez combien de temps il faut à votre équipe pour répondre, dans quelle mesure vos agents sont occupés certains jours de la semaine et quelles sont les questions fréquentes. Ces informations peuvent vous aider à gérer les agents, à améliorer leur temps de réponse et à accroître la productivité.
Fonctionnalités clés d'un logiciel de service client
- Base de connaissances : élaborez et gérez un référentiel d'informations centralisé et consultable dédié aux questions fréquentes et à celles précédemment posées, ainsi qu'aux réponses.
- Création de cas d'assistance : suivez les interactions et générez automatiquement des cas d'assistance pour les clients et des demandes de service.
- Communication sur de nombreux canaux : gérez les communications entrantes et sortantes des clients sur de nombreux canaux, parmi lesquels la messagerie électronique, le téléphone, la messagerie instantanée en direct et les réseaux sociaux.
- Gestion des files d'attente : gérez la file d'attente des cas d'assistance pour répondre aux besoins de l'équipe et surveillez le temps d'attente des demandes entrantes qui n'ont pas été routées.
- Conversation en direct : conversez avec les clients pour répondre à leurs demandes en temps réel.
- Gestion des rendez-vous : planifiez et gérez les interactions avec les clients.
Points à prendre en compte au moment d'acheter un logiciel de service client
- Convivialité de la solution : une mauvaise expérience de l'utilisateur ou UX (User Experience), est préjudiciable à l'activité de l'entreprise. L'outil ne doit pas ralentir les agents ni prolonger le temps de réponse. C'est pourquoi, lorsque vous achetez une solution, vous devez l'essayer et vous assurer que l'IU/UX n'est pas trop compliquée et complexe pour vos agents. Après tout, ils doivent l'utiliser chaque jour et devraient être heureux de le faire.
- Intégration à des applications tierces existantes : même si la plupart des logiciels s'intègrent à d'autres applications tierces, assurez-vous que votre solution de prédilection et/ou votre plan de tarification prend en charge l'intégration aux autres solutions que vous utilisez. Après tout, il peut être coûteux et frustrant de découvrir après l'achat que votre logiciel ne prend pas en charge vos applications.
- Support client omnicanal : il vous permet de tout centraliser et facilite la gestion de plusieurs canaux de communication. Cependant, les entreprises n'en ont pas toutes besoin. Si vos clients sont très susceptibles de vous contacter par messagerie instantanée ou électronique, choisissez une solution de service client offrant les fonctionnalités dont vous avez besoin afin de ne pas payer pour des canaux qui ne sont pas utilisés de façon optimale.
Principales tendances en matière de logiciel de service client
- Les chatbots vont améliorer le service client en libre-service : les fournisseurs ont recours aux chatbots pour répondre aux demandes des clients en temps réel sans créer de cas d'assistance. La technologie est en mesure de simuler des interactions semblables à celles des êtres humains et répond à des demandes simples telles que les heures d'ouverture, les coordonnées et la mise à jour du statut. Elle recommande également des parties appropriées d'articles de la base de connaissances. Ainsi, si un client ignore comment réinitialiser son mot de passe, le chatbot l'orientera vers une description étape par étape de la procédure. Les entreprises qui utilisent un chatbot rapportent une réduction de 70 % des demandes téléphoniques, par messagerie instantanée et/ou par e-mail.
- L'IA (intelligence artificielle) va accroître l'efficacité des agents : les fournisseurs de logiciels de service client adoptent l'IA pour permettre aux agents de travailler plus intelligemment. Certains l'utilisent pour marquer, classer et indexer automatiquement les cas d'assistance pour faciliter le référencement, alors que d'autres ont recours à l'IA pour déterminer le niveau de détresse des clients et prévoir les réponses de messagerie instantanée. L'IA peut également recommander d'apporter des modifications à des articles existants en fonction de la façon dont les clients communiquent leurs problèmes pour qu'il soit plus facile, par la suite, de trouver des réponses et de les comprendre.