Name: eBanqo
Author: eBanqo

Help Desk

Web and Video Conferencing

Customer Support

Agile Development

Changelog

Image Recognition

JavaScript Frameworks

Development

K-12 Online Learning

Education

Business Intelligence (BI)

Collaboration

Corporate Performance Management (CPM)

Desktop Publishing

Interactive Voice Response (IVR)

Supply Chain Management

Enterprise

Accounting

Payment Hubs

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Credentialing

HR Management

Leave Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Brokers

Cloud Storage

Data Center Outsourcing (USA)

Data Lakehouse

Data Masking

Data Privacy Management

Ethernet Switches

Fraud Detection

IT Asset Disposal

IT Asset Management

IT Infrastructure Monitoring

Integration Platform as a Service (iPaaS)

Managed IT Service

Network Performance Monitoring

Network Security

Routers

Software Distribution

Tape Storage

Technology Business Management

Threat Hunting

Wireless LAN

Information Technology

A/B Testing

Account-Based Marketing (ABM)

Ad Serving & Retargeting

All-in-One Marketing

Brand Intelligence

Click Fraud

Content Management

Digital Signage

Email Management

Email Marketing

Graphics

Marketing Automation

Social Media Management

Survey & Forms Building

Swag Management

Web Analytics

Marketing

Project Management

Video Conferencing

Professional Services

Customer Relationship Management (CRM)

Presales

Trade Promotion Management

Sales

Animation

Equipment Rental

InsurTech

Insurance Policy Administration Systems

Laboratory Information Management

Lease Management

Legal Billing

Vertical-Specific

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Front

### Customer Engagement
Users generally praise eBanqo for its customer engagement capabilities, highlighting features such as the ability to handle multiple support reps attending to customers through WhatsApp. The platform's dashboard facilitates tracking customer conversations, push notifications, and analyzing messages to enhance customer interactions. While the social media integration, particularly with WhatsApp, is a standout feature for better customer engagement, some users have expressed concerns about the integration process being time-consuming. Despite some challenges, users appreciate the efficiency and effectiveness of eBanqo in improving customer satisfaction and reducing complaints.

### Multi-Channel Communication
Users appreciate eBanqo's ability to streamline customer communication across different channels, particularly highlighting the convenience of managing interactions on WhatsApp and social media platforms. While some users find the integration process time-consuming, the overall consensus leans towards the platform's effectiveness in enhancing customer engagement through multi-channel communication.

### Customer Support Features
Users also express satisfaction with the ease of tracking conversations and creating auto responses through the platform's bot feature. However, some users have encountered challenges with the integration process and the cumbersome process of uploading WhatsApp template messages. Despite these drawbacks, users generally acknowledge the value of eBanqo's customer support features in streamlining communication with customers.

### Team Collaboration
Users have highlighted the efficiency and ease of managing multiple team members on eBanqo's platform. The ability to assign roles, track activities, and analyze team performance has been particularly praised. With more than 7 agents effectively handling the WhatsApp channel, eBanqo's team collaboration features have proven to be instrumental in enhancing productivity and reducing customer complaints.

### Reporting and Analytics
Users seem to have mixed opinions about eBanqo's reporting and analytics capabilities. While some appreciate the reporting options for customer details and find the data provided for reporting to be accurate and valuable, others express a desire for more interactive features, deeper insights, and improved push notifications. The ability to analyze team members' activities and assign roles is highlighted as a positive aspect, but there are calls for enhancements in terms of providing more comprehensive statistics and insights. The sentiment regarding reporting and analytics with eBanqo appears to be varied, with room for improvement to meet the diverse needs and expectations of users.

### Social Media Management
The positive feedback from users highlights the ease of use and the consolidation of multiple social media platforms within eBanqo's system. Users find the social media integration feature, particularly with WhatsApp, to be a standout aspect of the solution. The ability to manage various social media platforms simultaneously and engage with customers effectively has been a key factor in users' satisfaction with eBanqo's social media management capabilities.

eBanqo is an omnichannel customer engagement platform that, according to the vendor, aims to automate customer support and streamline business services. It is designed to cater to businesses of all sizes and is utilized by professionals in customer service, sales, marketing, financial institutions, and e-commerce industries.

## Key Features

**Chat Bots**: The vendor claims that eBanqo allows businesses to deploy an AI-chatbot to automate answers to inquiries and FAQs, potentially reducing the workload of the support team and improving response time.

**Live Chat**: The vendor states that eBanqo extends live chat services beyond websites to various messaging apps, such as social media channels. This, according to the vendor, enables businesses to engage in real-time conversations with customers across multiple messaging platforms, making support more convenient.

**Self-Service**: According to the vendor, eBanqo empowers customers to self-serve by allowing them to purchase goods or services and resolve issues on their own without contacting support. The vendor claims that this self-service option reduces the need for human intervention and potentially improves customer satisfaction.

**Knowledge Base**: The vendor claims that eBanqo enables businesses to create an unlimited number of questions and answers in the Knowledge Base, automating responses to common and repetitive inquiries. The vendor states that businesses can add and update information in the Knowledge Base to keep it up-to-date and ensure accurate responses.

**Integrations**: eBanqo, according to the vendor, allows businesses to connect its messenger with existing backend systems like CRM, help desks, email, and other business tools. The vendor claims that this seamless integration with existing tools and platforms can potentially improve efficiency and workflow.

**Unlimited Agent Seats**: The vendor claims that eBanqo offers an unlimited number of support agents regardless of the payment plan. According to the vendor, businesses can scale their support team without worrying about additional costs, ensuring efficient customer service.

**Mobile App**: eBanqo provides a mobile app that, according to the vendor, allows businesses to manage customer interactions anywhere, anytime. The vendor claims that businesses can use the mobile app to chat with customers, attend to the support queue, and resolve customer issues on the go.

**Reports**: According to the vendor, eBanqo provides businesses with the ability to track and analyze important metrics to gain insights into customer interactions and make better business decisions. The vendor claims that businesses can monitor chat volume, response time, customer satisfaction, and other key performance indicators.

**Widget Customization**: The vendor states that eBanqo allows businesses to customize the chat widget to match the look and feel of their brand. According to the vendor, businesses can modify the chat widget's color, texts, and agent photos to create a consistent brand experience.

**File Sharing**: According to the vendor, eBanqo enables businesses to send and receive images, audios, documents, and videos through its messenger. The vendor claims that businesses can share files with customers across different messaging apps, enhancing communication and support.

User-Friendly AI Chat Bot: Several users have found the AI chat bot in eBanqo to be highly user-friendly, allowing for easy communication with clients on their preferred channels. 

Efficient Conversation Tracking: Many reviewers appreciate the ease of keeping track of conversations within eBanqo, which helps them effectively manage client interactions and provide timely responses.

Simple Auto Response Creation: The ability to create auto responses through the chat bot is a valuable feature mentioned by multiple users. This functionality enables quick and efficient customer support by providing immediate replies.

Slow message delivery: Some users have experienced slow message delivery, causing inconvenience and potentially impacting customer service. This issue has been mentioned by multiple reviewers, who have expressed frustration with the delays in message transmission.

High network resource consumption: Reviewers have noted that eBanqo consumes a significant amount of network resources, resulting in overall platform performance slowdown. Several users have reported experiencing decreased efficiency and responsiveness due to this issue.

Time-consuming integration process: The integration process of eBanqo has been described as time-consuming by users, leading to frustration. Multiple reviewers have expressed dissatisfaction with the lengthy setup procedure, which has delayed their ability to fully utilize the software's features.

eBanqo has proven to be an invaluable tool for communication and customer experience teams. According to users, the platform has greatly enhanced their ability to interact with stakeholders effectively. With eBanqo, more than 7 agents are now able to handle the WhatsApp channel, leading to increased efficiency and a reduction in customer complaints across the call center. The positive impact of eBanqo on operations has been widely acknowledged by users who express gratitude for its functionality and ease of use. 

One of the key benefits of eBanqo is its ability to improve customer experience and increase satisfaction. Users have reported that the platform's answering machine feature is particularly helpful in responding promptly to customers before redirecting them to the appropriate team. Additionally, eBanqo's dashboard provides users with a comprehensive view of customer conversations, allowing them to create and track push notifications, analyze messages, and gain insights into different channels. The ability to create canned responses for frequently asked questions further improves efficiency in customer engagement. Furthermore, eBanqo facilitates team management by making it easy to analyze team members' activities and assign roles within the platform.

Overall, eBanqo serves as a powerful tool for aggregating and streamlining all customer communication channels. Its reporting features are accessible to multiple users, allowing for efficient collaboration and analysis. Users appreciate the user-friendly interface and find great value in the platform's capabilities for improving communication with stakeholders and enhancing the overall customer experience.

Downloadable licence

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eBanqo

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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eBanqo

Overview

What is eBanqo?