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Provide spontaneous, informal interactions with rich content (media, photos, links, GIFs).
Understand a customer’s real-time needs and provide relevant care based on location, history and preferences.
Help your agents focus on queues when needed (agents don’t have to respond to instant messaging straight away).
Reduce expenses by managing conversations on a channel that has lower processing costs.
Enable customers to make non-urgent requests via instant messaging instead of adding to traffic on synchronous channels such as phone lines.
Provide your contact centre agents with the ability to easily switch between multiple instant messaging conversations, in real-time, depending on customers’ needs.
Leverage the natural language understanding (NLU) technology of Odigo to ensure FAQ bots are able to understand and answer your customers’ requests.
Enable your contact centre agents to check if customers are available online before engaging them via instant messaging.
Inform your agents if their messages have been successfully delivered to customers and whether they have been read.
Engage with customers over a video call, one of the closest online equivalents to face-to-face communication.
Strengthen your abilities to deal with this increasingly crucial customer service channel.
Send accurate responses to complex customer service queries and avoid potential overloads.
Provide timely and context-based support from your virtual or human customer service agents.
Improve communication with customers on emerging channels.
Cut wait times and communicate with all customers, on any phone.
Assist customers by seeing what they see, using co-browsing.