With Telonium we can be in direct contact with our customers
Use Cases and Deployment Scope
Our customer service department has been very happy since we installed the software in the company because the dynamic with the clients has completely changed for the better. It allows them to know the experience that the client had with our services. What we like most about this software is that it has all the communication channels in one place.
Pros
- The control panel function is very good because we can see the progress and work of the agents, individually and also as a group with the different work teams.
- We have found the call scripts very useful, especially with new agents who still don't know very well how to conduct the conversation with customers.
- I think the omnichannel support is great because all the communication channels are in the same program, which makes our work easier.
Cons
- We use the call recording tool, but we can't hear the call very well to be able to clearly understand the conversation, we have already made a report to the technical service.
- It is a fairly easy-to-use software, but it has functions that clutter the screen and we see that we have not needed them yet.
- Sometimes it does not have very good synchronization with some channels such as Gmail.
Most Important Features
- All communication channels are on a single platform which allows better fluidity in communication with customers.
- The call scripting feature helps to have a smooth conversation with customers about recurring issues.
- The customer survey service is a very useful tool to know their experience with us as a company and how we could improve.
Return on Investment
- We can see how our agents and customer service staff have become more focused on their tasks and have been more effective and successful in resolving customer requests. The system is quite easy to install and use, so we didn't have any inconvenience, so without a doubt, our profit margin increased.
