The best marketing is great serviceRobin helps to improve your customer service through e-mail, webform, phone & Twitter
Customer Service Team
Alex & Petra
Johan, Petra, Alex and Robin will show you the easy way of delivering excellent customer service while saving time and effort. Experience how a real intelligent assistant will work with you on increasing customer satisfaction and building trust which will result in more business. Please have a look and scroll down.
All channels, one experience
Customers interact with you through e-mail, webform, webchat, twitter and phone. Robin makes sure they will have the same experience through all channels. In this story we meet Johan, who has a question and clicks on the contact-tab, provided by Robin. The online dialogue form will appear where Johan enters his question.
Routing & notification
Your intelligent assistant knows who answered previously on different subjects and has insight in each person’s workload. Robin gets to work and checks what the message is about and who is best suited. In this story the message is assigned to Petra who receives a realtime notification through e-mail, iPhone and/or iPad.
Start the conversation
Petra will start the conversation from the inbox. To meet Johan’s expectations the inbox provides all kind of information like a response time indicator to warn you when it looks like you will not meet customer expectations and a real-time counter to let you know if Johan or Alex has send you a new message.
Robin knows what the question is about and is able to present you relevant previously given answers. He will learn from any new response, so suggestions are always up-to-date. The adaptive panel presents Johan’s personal data and conversation history. So save time and effort while you give a fast and relevant answer.
When you integrate your e-commerce platform into Robin’s adaptive panel, all real-time order information will be available in one view. When Robin recognizes an ordernumber he will show you the orderdetails. In this way you are able to respond fast without switching to your e-commerce platform. This real-time information is also available on the fly and your editing the order is also one click away!
Chat and work together
Petra wants to consult Alex to discuss if she can deviate from the standard returning conditions for Johan. Robin provides realtime internal colloboration features which will notify Alex that Petra needs his urgent help. Of course Petra is also able to forward the conversation to Alex and transfer ownership.
Read and rate the response
Johan will receive an notification that there is a new message in his online conversation. After reading the answer, Johan has the possibility to rate the customer service he received. Red or yellow will invite him to send a new message, green to invite him to tell other people, through twitter or external review sites, about your excellent service.
Feedback on your service
Whatever rating Johan should give, Petra will always be informed, so she can take the appropriate follow up action. The rating will influence the message counter and is presented in the conversation. Feedback from customer makes you happy also. Now lets get to work for maximum customer happiness.