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Enchant has proven to be a valuable tool for improving customer service in multiple languages. Users have found that the ticketing system …
Starting at $15 per month
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What is Enchant?
Enchant is a customer support platform offered by Senvee Inc. that aims to provide businesses with a personalized approach to customer service. According to the vendor, Enchant offers a comprehensive solution for teams of all sizes, including small, medium, and large companies. It is utilized by...
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Basic
$15
Cloud
per month
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Details
- About
- Tech Details
What is Enchant?
Enchant is a customer support platform offered by Senvee Inc. that aims to provide businesses with a personalized approach to customer service. According to the vendor, Enchant offers a comprehensive solution for teams of all sizes, including small, medium, and large companies. It is utilized by professionals in various industries such as customer support, sales, marketing, social media, and e-commerce.
Key Features
Omnichannel Inbox: Enchant provides a centralized shared inbox that enables teams to collaborate effectively while ensuring a seamless experience for customers. According to the vendor, it supports multiple brands, teams, languages, and channels, and includes built-in satisfaction ratings to collect valuable feedback.
Knowledge Base: Enchant's knowledge base feature simplifies content management for team members. According to the vendor, it helps customers find answers to common questions, can be customized to match branding, and supports multiple languages.
Messenger: Enchant's all-in-one messenger resides on websites, allowing customers to search the knowledge base, start a chat, or send an email. According to the vendor, it supports multiple team members assisting customers simultaneously, and managers can monitor active chats for training purposes.
Reports: Enchant offers interactive reports that provide visual representations of key metrics and detailed insights into customer conversations, team performance, and customer satisfaction. The vendor claims that these reports help identify trends and areas for improvement, with the option to export data for further analysis.
Works with services you already love: Enchant provides ready-to-go integrations with popular apps and services, as well as custom integrations through API and webhooks. According to the vendor, it seamlessly integrates with email, phone calls, SMS, WhatsApp, Facebook Messenger, Instagram, and more.
Call Center: Enchant's virtual call center solution manages incoming and outgoing phone calls without the need for special telephony hardware. The vendor states that it provides real-time alerts for incoming calls and integrates with Twilio for phone number management.
Shared Inboxes: Enchant's shared inboxes enable teams to efficiently manage and collaborate on incoming customer emails. According to the vendor, multiple team members can access and respond to emails from a single inbox, ensuring streamlined communication with features like email threading, tagging, and assignment.
Live Chat: Enchant's live chat feature facilitates real-time communication with website visitors. The customizable live chat widget can be embedded on the website to provide immediate assistance, allowing agents to engage in chat conversations, answer queries, and resolve customer issues promptly.
Knowledge Base Websites: Enchant allows businesses to create and manage knowledge bases, both internal and public-facing. These knowledge bases can be hosted on dedicated websites or integrated as widgets within the company's website, providing self-service support to customers through articles, FAQs, and documentation.
Social Media: Enchant enables businesses to centralize their social media interactions and messages. The vendor claims that it integrates with popular social media channels like Facebook and Twitter, allowing businesses to monitor and respond to messages, comments, and mentions in real-time, with the ability to assign, tag, and track interactions for efficient collaboration and follow-up.
Enchant Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Web-Based, Android |
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- Business Problems Solved
Enchant has proven to be a valuable tool for improving customer service in multiple languages. Users have found that the ticketing system and knowledge base provided by Enchant help them effectively assist customers across different languages, leading to better customer satisfaction. The template answer feature offered by Enchant allows customer service representatives to respond to tickets quickly and efficiently, saving time and ensuring consistent responses. Enchant's organized system streamlines the customer support process, enabling users to provide excellent service without spending excessive time searching for information.
One of the key benefits of using Enchant is its ability to merge tickets, ensuring that all customer emails are consolidated in one place and nothing is missed. This feature has been highly appreciated by users as it helps them stay on top of customer communications and prevents any oversight. Additionally, Enchant's platform offers different inboxes for incoming emails in various languages, making it easier for teams to organize and manage customer support queries effectively.
Enchant's standard answers feature enhances efficiency in handling support tickets by allowing teams to create and store responses for commonly asked questions or issues. This not only saves time but also ensures consistent and accurate answers. Users have expressed their satisfaction with Enchant's easy-to-use interface and filtering options, which enable them to manage customer support queries more efficiently.
With Enchant's ability to assign tickets to different team members and automate actions through rules, the management of customer support requests has become much smoother. This feature has helped teams streamline their processes, ensuring that every request is addressed promptly. Moreover, Enchant's seamless integration of customer contact from various channels reduces the risk of miscommunication or repetition, resulting in a more cohesive customer experience.
Enchant's reporting tools provide valuable insights into performance and response times, enabling businesses to make informed decisions about their customer service operations. The intuitive interface and clear responsibilities within Enchant help managers track conversations and resolve outstanding issues effectively. Users have also praised Enchant for its positive impact on customer response times and reducing unnecessary time-wasting, contributing to improved customer service and satisfaction levels.
By offering an easy-to-use and efficient helpdesk solution, Enchant has gained recommendations from users across different industries. Its central contact center mail solution simplifies email management and allows for quicker customer assistance, ensuring that no inquiry goes unanswered. The ticketing system provided by Enchant enables multiple users to access and respond to service dispatches, resulting in improved response times. Additionally, Enchant's task management feature helps managers and supervisors track open projects and follow up with customers efficiently.
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