Whether your customers are on Facebook, Twitter, Skype, the web, or SMS, they want to connect with you as easily as they can with their friends. And now with Buzzeasy Message they can.
Your customers will be able to message you from your mobile apps, your website, or your social pages, raising your customer satisfaction scores, boosting your inbound marketing, and significantly reducing your customer service costs.
Providing exceptional customer experience requires continuity with a personal touch. Buzzeasy Message always knows who the customer is and greets them by name. And as customers switch between channels, Buzzeasy Message keeps the conversation flowing as it can pick up the conversation from wherever it left off.
Since Buzzeasy Message is part of the CX Orchestration Platform, every autonomous customer interaction via Buzzbot can be clearly and smoothly transitioned to Buzzeasy Message. Agents are provided with specific information collected during the bot chat, plus the full conversation history, so that they always have everything they need to continue the conversation uninterrupted.
As Buzzeasy Message is omni-channel, your webchat customers will no longer have to wait for an agent to become free: they can simply request a callback or switch to using a messaging service that includes notifications. Buzzeasy Message engages the next available agent and enables the conversation to continue over the customer’s preferred channel.
Buzzeasy’s real-time reports ensure you can continually refine your sales and service performance. But AI, Big Data and analytics are the life-blood of any successful organization. So, to give you that all-important big picture and actionable business insight, Buzzeasy Message feeds directly into Microsoft’s Power BI to amalgamate Buzzeasy’s standard reports and data with other contact centre, business, and customer information.
It’s simple to add Buzzeasy Message to your web or social media site, integrate it with your contact centre, or plug it in to your CRM and unified communication platform. Requiring no infrastructure changes or integration activity, Buzzeasy can be deployed and operational in hours. And with no upfront costs, Buzzbot offers a powerful high-end solution – without the high-end price tag.
Buzzeasy Campaign is a low-cost way to connect with more customers more quickly, without infringing Ofcom regulations, and while making the customer journey as easy and as accessible as possible.
When customers have easy access to an immediate and highly personalized service – entirely at their own convenience – texts with callback become a valued and appreciated customer service. People no longer have to wait endlessly on hold, restate information, or make repeat calls. The result? Customer satisfaction soars, trust increases, and stronger relationships are forged.
Unlike other one-dimensional, one-way SMS solutions, Buzzeasy Campaign can run compelling SMS campaigns that include interactive callback requests. Customers can simply reply to an SMS message to request a personal callback as soon as an agent is free, or they can schedule a callback at a time that suits them best.
Designed to work with any contact centre, Buzzeasy Campaign continually monitors wait times, matching demand with capacity to ensure that customers are only called back when agents with the right skills are free to assist. And while customers are kept engaged with real-time digital updates on the progress of their callback, Buzzeasy Campaign ensures that every call is transitioned to an agent with full customer context via agent whisper, dashboards and optional screen-pops. As a result, the agent always knows who they are talking to and why, and the customer always receives a personal greeting, and never has to repeat their information.
Inherently secure, quick to deploy and easy to use, Buzzeasy Campaign works seamlessly with any call centre infrastructure (inbound and outbound), and offers a powerful high-end solution – without the pain of a high-end price tag.
Buzzeasy Campaign represents the fastest, most economical, and successful way of engaging customers in a conversation, achieving the highest open rates within just minutes of a text being received. With no upfront costs, your organization will connect only with those people who are genuinely interested in your offers, and who are available and willing to engage – cutting rejection rates and shrinking your operational costs.
With its ability to send texts to customers, offering a callback when an agent is free or scheduled for later, Buzzeasy Campaign smooths call volumes and enables much more efficient staffing.
Buzzeasy Survey offers a multi-channel approach for gathering fast, actionable insight from your customer feedback via SMS and IVR – but with a critical distinction: Buzzeasy Survey is unique in that can initiate a callback when negative feedback is received so that a dissatisfied customer can quickly be converted into a devoted and loyal fan.
Surveying your customers using a multichannel approach, including SMS and IVR, is the key to achieving high response rates and accurate, actionable insight.
Buzzeasy Survey’s mobile-friendly SMS strategy offers the fastest and least intrusive method of reaching your customers. And being a medium of communication that people widely use and like, SMS messages generate the highest open and response rates compared to any other channel.
But to make sure that you reach every customer, Buzzeasy Survey can also initiate seamless IVR, or ‘after call’ surveys which have the benefit of acquiring feedback as close to the point of an interaction as possible whilst the memory of the experience is still fresh in the mind of the customer.
The importance of service recovery cannot be overestimated. The ability to reach out swiftly to those customers who have scored your company poorly in a survey enables you to react quickly to address their concerns and to strengthen your bond with them.
An incredibly powerful customer satisfaction tool, the Buzzeasy callback rapidly turns a negative customer experience into a highly positive one. Better still, it adds that all important personal touch to your customer service that shows you’re an organization that cares.
Buzzeasy Survey lets you plan, create, schedule and launch automated targeted surveys in minutes from its easy-to-use, web-based user interface.
Get easy, instant access to downloadable reports in different file formats from Buzzeasy Survey’s intuitive user interface, so you can monitor and analyze results for the fastest of business decisions.
Digital channels are a great way for customers to search for products and services, and yet there are times when people need to speak with an agent.
With Buzzeasy Callback’s ability to process and understand your visitors’ free-text, and to make your mobile and web channels highly responsive with the addition of call-me buttons, your customers can be rapidly transitioned from digital self-service to live agent. From Skype and your QR codes and barcodes to your Facebook page and other social media channels, your customers can request a personal callback – for now or later – from just about anywhere.
And while customers wait for their callback, Buzzeasy Callback keeps them fully engaged and informed with real-time digital updates on the progress of their call.
It’s no secret that people hate waiting, so when they’re given the choice of leaving a queue without losing their place in line and receiving a callback at their own convenience, (as soon as an agent is free, or scheduled for later) you’re offering them something truly special: Time.
Buzzeasy Callback removes the frustration of waiting in a queue with unknown queue times, interminable hold music, and the inability to do anything else. Eliminating the queue experience entirely for the customer demonstrates the importance you place on customer service. And in respecting that a customer’s time is precious, you show that every customer call is valued. And in terms of customer satisfaction – that’s invaluable.
Buzzeasy Callback offers you and your customers a genuinely beneficial choice, and its dependable technology ensures that you always deliver on your callback promise. This means that customers are on your side from the start, so that when their call is returned, your agents will be greeted positively with ‘Wow! Thanks for calling me back’. And relaxed customers and relaxed agents lead to a greater quality of service, and a marked increase in first call resolution.
Designed to work with any contact centre, Buzzeasy Callback continually monitors wait times, matching demand with capacity to ensure that customers are only called back when agents with the right skills are free to assist. And while customers are kept engaged with real-time digital updates on the progress of their callback, Buzzeasy Callback ensures that every call is transitioned to an agent with full customer context via agent whisper, dashboards and optional screen-pops.
We’ve all been there: stuck in a call queue with no idea of how long we’ll have to wait to be answered. Buzzeasy Callback strips away this major source of irritation by keeping callers informed every step of the way.
At busy periods, callers are updated with estimated wait times so they can decide if they want to remain in the queue, or opt to have their queue position held automatically and be called back as soon as an agent is available.
Catering for variable demand is a real headache. The simple solution is to increase staff numbers in peak periods, but this comes at high cost and inevitably leads to surplus staff capacity at other times. The smarter, more cost-effective way is to offer them the convenience of a callback – as soon as an agent is free, or scheduled for later.
With call volumes flattened and callback requests always routed to the most appropriate agent, Buzzeasy Callback reduces idle time while optimizing productivity. And because customers no longer have the frustration of waiting in a queue, abandoned calls plummet and customer expectation is surpassed.
So that your agents always know who they are talking to and why, every call is delivered to the contact centre with key customer information – including browsing history.
When Buzzeasy Callback places a callback to your agents, it provides them with the customer’s callback number, using Calling Line Identification (CLI). This makes it possible for your existing screen-pop to identify the customer and to provide their details seamlessly to your agents. With up-to-the-minute customer information to hand, your agents can provide a faster, more personalized service.
And if you don’t have an intelligent screen-pop? No problem. Buzzeasy works with all other Geomant solutions, including DeskTop Connect and Contact Expert, both of which deliver out-of-the-box screen-pops as standard.
The Buzzeasy hybrid solution adds the scalability and flexibility of the cloud to your on-premises voice infrastructure without sacrificing security or control. A highly secure connection from the Buzzeasy cloud to your on-premises voice infrastructure can be established via Microsoft Azure, eliminating any additional telephony costs related to the Buzzeasy service. As part of the Microsoft Azure cloud, the Buzzeasy service can be used anywhere in the world, and because call traffic is local, Buzzeasy becomes even more cost effective, while PCI compliance becomes much simpler to achieve.
Buzzbot can be used across multiple channels to increase interactions and reach more customers. And if they switch between channels and devices? No problem. Buzzbot can follow them to continue the conversation uninterrupted.
From within your social pages (e.g. Facebook and Facebook Messenger), webpages, mobile apps, and from Skype, Buzzbot can support your customers ultra-conveniently. And soon Buzzbot will be available for SMS, Email, and IoT channels – such as Amazon Echo via Alexa.
A unique feature of Buzzbot is its ability to transfer customers seamlessly from any channel to live-assisted service when needed, and at the same time to provide the advisor with all the information they need to continue the conversation uninterrupted.
If live assistance is not immediately available, Buzzbot will wait on the customer’s behalf, and notify them when an advisor is free via their preferred messaging platform – from where the conversation can continue. Buzzbot can also send notifications via interactive SMS or mobile app, or it can offer to call the customer back at a time convenient to them.
What’s more, Buzzbot integrates natively with Microsoft Teams so that customer conversations can be quickly transitioned to anyone in the organization to help resolve queries faster and more efficiently.
Buzzbot uses advanced natural language understanding (NLU) and machine learning to offer an automated self-service experience that is as conversational and natural as it is compelling.
Eliminating the need to navigate websites or fill in endless forms, Buzzbot takes account of content and context to chat with customers naturally and intelligently to guide them easily through the self-serve process to a fast resolution.
To make the most of every customer interaction for you and for your customers, your offers, vouchers, and suggestions can be easily inserted into chatbot conversations, using single or multiple picture cards. Consumers can simply click on a picture card to select or view more information.
You can also insert dynamic, clickable buttons into a chat at any point for an even quicker, more intuitive interaction. Perfect for process driven transactions.
Harnessing the power of AI and machine learning, Buzzbot delivers the highest levels of automation, personalization, and customer satisfaction through a combination of intelligent self- and assisted-service so that the customer service you offer is second to none.
Buzzbot’s omnichannel accessibility and always-on service means that your customers can get all the information they need, from any touchpoint, at the moment they need it – without ever having to wait.
Customer identification personalizes interactions to make them faster and easier. But for most of us filling in chat forms is slow and frustrating. Buzzbot removes this chore by capturing customer information at the initial point of contact so that customers never have to repeat information and every response is a tailored to them.
Customers are identified from their Facebook or Skype profile, their web page or mobile app login, or by their SMS or phone number. And since Buzzbot integrates with CRM, eCommerce, and order processing systems, it can use the information these generate to offer an even more personal and effective service.
Anticipating the needs of your customer is key to providing the ultimate wait-less customer experience.
Working with ContactMe, Buzzbot can make outbound proactive contact with customers and engage with them autonomously in 2-way interactions. Whether it’s to anticipate transactional services or provide further assistance, Buzzbot can send proactive notifications to customers via SMS or phone message – with the option to be called back. It can even respond to actionable data provided by customers’ smart devices.
And in the same way as standard inbound interactions, Buzzbot Outbound always provides effortless transition to live assistance when needed.
Buzzbot connects seamlessly with corporate knowledge management systems (KMS) to support the chatbot’s conversational information. Buzzbot also connects with QnA, Microsoft’s own KMS, which distils information from FAQ web pages, product manuals and documents to create a powerful knowledge base in minutes.
Because it’s so easy to add Buzzbot to any digital channel, you can be offering your customers the benefit of intelligent bot-assisted chat in next to no time.
And as Buzzbot integrates seamlessly with contact centres and corporate messaging platforms, such as Avaya, Geomant, Microsoft Skype for Business and Microsoft Teams, your advisors can chat with customers without any need for a separate messaging user interface. Buzzbot also integrates with any CRM, eCommerce, or knowledge management system that supports webhooks, RESTful or SOAP web services.
An intuitive, online administration portal makes Buzzbot easy to configure and manage. From a single location, you can set up role-based user access manage the elements of customer information to be collected either automatically or during the conversation before transition to live assistance, or to manage corporate contact centre or messaging platform integration.
With its ability to automate repetitive tasks, alleviate mundane functions from your customer service adivisors, and its instant accessibility, and always-on service, Buzzbot significantly increases contact centre efficiency. Customers can resolve issues on their own, lowering call volumes and leaving your employees free to help with more complex interactions or more nuanced enquiries. And since self-service interactions are cheaper than live agent engagement, Buzzbot will considerably reduce your resource costs.
For your customers, Buzzbot offers the quickest, most intelligent and most frictionless way for them to engage, discover and transact with you; and for your business it means significantly lowered costs, increased efficiency, greater productivity – and an increase in that all-important bottom line.