A customer communication management platform is a business tool used by organizations to manage all incoming and outgoing customer communications. All conversations taking place on multiple channels are stored in a central location for easy organization. Employees can refer to past customer communications and use context to interact with customers and keep them engaged.
Juggling between multiple communication channels such as live chat, email, or phone, can hamper your team's productivity. With a customer communication solution, you can manage all channels from a single dashboard.
Many customers might not directly reach out to you and instead, search for answers to their queries online. Allow customers to find relevant FAQs, help articles, guides, etc. and reduce your support volume.
For effective communication, collaborate across teams and take inputs from everyone. With team collaboration features such as internal notes, parent-child ticketing, etc., you can drastically improve internal and external communications.
With the customer communication management solution, you can easily view the interaction history at a glance. Gain insights into customer activities, interests, and delight them with personalized responses.
CCM platforms offer all the tools your business needs to respond to customers quickly. Automate manual and repetitive tasks and use canned responses for super-fast chat or email replies.
With client communication management software, get data-backed insights on how well your team is handling customer conversations. Share instant surveys with customers to capture feedback and measure satisfaction.
Agents can collaborate internally using private notes and engage with customers on multiple channels using our communication management software. With the shared inbox feature, you can easily manage multiple customer-facing email inboxes such as [email protected], [email protected], [email protected], [email protected], etc. ProProfs Desk allows your customers to share their queries via email, chat, web forms, and help center. You can use ticket labels to group similar tickets together or filter incoming tickets so they automatically reach the right inbox or agent.
Incorporate a proactive approach to customer communication management with ProProfs Help Desk. Engage with prospects or existing customers via live chat and assist them in real-time. Use automated alerts and email notifications to update both customers as well as agents about the ticket progress. Moreover, you can encourage self-service by creating a seo-optimized knowledge base full of frequently asked questions, help articles, videos, and more.
Make customer communication as painless as possible by automating manual and repetitive tasks. Leverage chatbots to handle basic customer questions and reduce agent workload. Create canned responses for chat and email and delight customers with instant replies. With our customer communication management software, you can share automated surveys right after an interaction and allow customers to rate their experience.
Get data-backed insights about how well your agents are communicating with customers. You can easily track ratings for tickets, chats, help articles in one place, and identify areas that need refinement. Equip your agents with all the tools they need to communicate faster and improve your average response times. Moreover, you can consistently delight customers by tracking CX metrics such as CSAT and NPS.
Create canned responses for email and chat and save everyone's valuable time.
Prioritize communications that demand urgent attention and reduce customer churn.
Add Labels to tickets to differentiate them from others and stay organized.
Set SLAs to meet customer expectations and notify agents of SLA violations.
Discuss customer issues internally with your team members and share relevant responses.
Talk to real people at ProProfs via chat, email, or phone, and get round-the-clock assistance.
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