How to avoid losing your customers who ask for support, using Daktela Omnichannel service

Mihai-Alexandru Cristea 04/10/2022 | 15:57

A healthy relationship between any company and its customers is always based on open communication, trust, and mutual support. The market is often oversaturated with offers, and clients have multiple options to chose from in terms of products and services. On long term, it isn’t the lowest price that is keeping their fidelity, but the trust and reliability they get, as well as the quality of whole acquisition experience. An impeccable customer-care service included.

 

Transparent communication, without any obstacle, is extremely important for any business, no matter the company’s size, and its field of activity. Nowadays, most of the connectivity is done remotely, online, therefore clients’ requests are sent through different channels, from the classic phone call, e-mail, Facebook Messenger, SMS, to WhatsApp, social media networks and webchat.

In order to centralize the entire communication and to not overlook any messages, most of the companies use a Call Center Omnichannel service. For example, Daktela software allows processing multiple communication channels in just one system. This way, the phone calls, e-mails, SMS, web chat and social media networks are merged in one application, neutralizing the risk of loosing the communication with the clients and managing reports and statistics regarding the history of messages received.

”Daktela is a Call & Contact Center in cloud solution, which integrates 200 communication functions and allows the interaction with the clients by phone, e-mail, webchat, SMS, Viber, Facebook Messenger and WhatsApp. This way, the company does not to miss any call received from its customers and can provide 24/7 support, having access to the entire history of conversations, on any channel. Some of Daktela’s most important functions are: call recording, call queues, unlimited number of IVR tree options, contact card with communication history, ticketing system module, lost calls management, priorities and skills of operators, statistics and reports, predictive calls. Also, Outbound Campaigns options allows you to directly contact the clients, to have the transcript of every dialogue and, at the end, to measure the overall impact”, says Raluca Panait, Marketing Manager Daktela România.

 

About Daktela

Daktela, international provider of Call Center Omnichannel software solutions, was founded in 2005, in Prague. The company offers in cloud PBX solutions, Customer Care Omnichannel modules which allows contacting B2B clients by phone calls, e-mail, SMS, webchat and social networks, on a single platform.

More than 1000 international companies have been using Daktela software until now. Daktela is now managing one of the largest VoIP in cloud infrastructure in Europe, with 4 data centers, over 11 million monthly minutes and over 21.000 licenses globally sold every month.

14 days free trial – Demo Software Call Center & Contact Center

Daktela allows the companies to test its software all-in-one Call Center and Contact Center services, for free, for 14 days. The demo version has the same functionality as an active licensed account. Daktela experts can also provide a 30 minute free online presentation, which can be appointed here.

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