We're on a journey to transform
Our Conversational CX platform allows brands to transform their
customer relationship management to a two-way proactive engagement engine.
We achieve this through four key pillars:
Engage with your customers on channels that are persistent, asynchronous, identifiable, and built for automation.
Open architecture to allow a flow of structured and unstructured data and informed decision making.
AI Guided Actions
Leveraging AI for routing, next best action, proactive notifications and self-service.
Single Customer Entity
Focus on the customer across the customer journey – a single identity across channels.
The future of customer engagement is based on a customer-centric approach, built on a messaging infrastructure, open and integrated, enabling AI-guided proactive engagement across the customer journey.
Deliver Conversational Customer Experiences that are:
FOR YOUR CUSTOMER
Optimal Customer Experience
75% of consumers now prefer to engage with brands over private messaging channels instead of traditional channels.
FOR YOUR BUSINESS
Zero Agent Downtime
The asynchronous nature of messaging allows agents to get up to speed quickly and handle numerous conversations at once to help optimize their time.
Real-time and Asynchronous
Consumers get help on their terms, switching between real-time and non-real time dialog depending on the situation with a persistent end-to-end experience.
In-channel Case Resolution
Allow your brand to shine by quickly solving issues in-channel, with a system that analyzes, prioritizes and routes customers to the most appropriate agent.
Customers can go away and continue the conversation later at their convenience, returning to the same conversation thread and the same agent.
Rich Conversational Context
Social profiles provide identity that can easily link an inquiry to a customer record, while messaging threads help provide agents with context and intent.
Quicker Response, Faster Resolution
Optimization for common inquiries results in quicker response times and faster time to resolution for customers, ultimately driving higher customer satisfaction..
Combine Bot/Agent-assisted Service
Softnet-exchange Bots allow brands to address a broader set of issues effortlessly, focusing human agents on cases where they are needed most.
Get more no-nonsense best practices & insight to help shape your customer experience operation!
Softnet-exchange | Conversations w/ Softnet-exchange ft Cathy Pearl
View the recording of The Compassionate Conversational Experience ft Cathy Pearl, Head of Conversation Design Outreach at Google
Softnet-exchange | The State of Customer Experience Trends Report 2020
Get a comprehensive overview of how consumers communicate, or at least want to communicate, with your brand in this new messaging and automation era.