Easiware

Easiware is a software solution designed to assist businesses in managing customer relationships and improving customer service operations. According to the vendor, this solution caters to businesses of various sizes and is utilized by customer service representatives, call center managers, sales and marketing professionals, e-commerce companies, and service-based industries such as telecommunications, financial services, retail, and hospitality.

Key Features

According to the vendor, Easiware offers the following key features:

• Centralisation des canaux: Easiware allows businesses to centralize communication channels such as email, web forms, and live chat. This feature aims to facilitate coordination and request management by enabling teams to manage all customer interactions from a single platform.

• Connaissance Client: Easiware provides a 360-degree view of customers by consolidating all customer-related information into personalized customer profiles. This feature aims to enable personalized interactions by offering a comprehensive overview of past interactions, preferences, and needs.

• Traitement des demandes: Easiware offers tools for efficient handling of customer requests. According to the vendor, these tools include the ability to filter requests by category, priority level, and communication channel, the use of predefined response templates to save time, and a 360-degree view of customer requests for better understanding of their history.

• Satisfaction: Easiware helps measure and evaluate customer satisfaction through tools such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) tracking. According to the vendor, teams can send satisfaction surveys via email or chat to gather customer feedback and measure satisfaction levels.

• Reporting: Easiware provides reporting features to analyze the performance and key metrics of the customer service department. The vendor claims that these reports allow analysis of requests by communication channel and category, evaluation of team productivity, and tracking NPS evolution with ratings and comments.