Excellent customer care solution
Pros
- Multiple devices supported.
- Friendly user interface.
- Easily to synchronize data to CRM and ERP.
Cons
- It can totally replace the CRM.
Return on Investment
- Expensive monthly fee.
What is StringeeX?
StringeeX is a customer support platform that lets users connect with customers on any channel (phone, video call, chat, email, social, etc). The platform is designed to make it easy to keep track of all support requests, answer questions quickly, and monitor customer service agent's effectiveness. Accessible by desktop and mobile app, it can integrate with most of popular CRM and Helpdesk tools. The vendor states they are trusted by over 500 companies such as Viettel, Mobifone, Misa, Golden Gate, TP bank, VNDIRECT, VietinBank Insurance, etc. They invite readers to start a free trial to see StringeeX in action.
Categories & Use Cases
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Screenshot of StringeeX ticket report
Top Performing Features
Agent dashboard
Enables agents to track and view their individual and team performance.
Category average: 8.6
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.6
Call forwarding
Forwarding of calls to the appropriate agents.
Category average: 8.7
Areas for Improvement
Interactive voice response
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
Category average: 8.9
Call analytics
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
Category average: 8.5
Historical reporting
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
Category average: 8.6
Great value!
Use Cases and Deployment Scope
StringeeX allows me to monitor my salesforce and keep track of all requests with one application in lieu of several different apps that I would need to switch back and forth between.
Pros
- It records and monitors calls impeccably.
- The support team is very reliable and efficient.
- The interface is very user friendly.
Cons
- I would like to see a decrease in dropped calls.
- Increased support for older Ios systems
Return on Investment
- The analytics have helped me better address areas of need with my staff.
Alternatives Considered
Dialpad Talk
Other Software Used
AwardSpring, AWS Backup, CaseWare IDEA
