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Omnichannel
Support

HoduCC’s omnichannel support feature enables businesses to provide seamless and consistent customer support across multiple communication channels. It allows organizations to connect with customers via their preferred channels, such as phone, email, chat, social media, or messaging apps. This further helps to maintain a unified and continuous experience regardless of the channel used.

Apart from call functionality, HoduCC contact center software provides multiple channel configurations. Let’s have a look at the key configurations offered by HoduCC contact center software:

 

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Email:

The email configuration allows agents to send emails to the customers during the live conversation. The agent can directly write a message and send it to the customer. He/she can also choose the email template and send it to the customer. Other than the email template, the agent can use the attachment option, define a signature, and can also define the CC email address to keep the concerned person in the loop.  In case of incoming email requests, organizations can configure their business email account with the contact center software. Whenever a customer sends an email to that particular business email account, the agent will be able to see and manage the incoming email request on their system. The agent can reply to the incoming email request and manage the mail chain with the help of an in-built mini ticking feature. It means that once the customer’s issue is resolved, the agent can change the ticketing status and mark it as resolved.

SMS:

It is a third-party integration that allows agents to manage inbound and outbound SMS requests. Any SMS provider’s account can be configured with the HoduCC contact center software based on feasibility. For outbound SMSs, the agent can select the contact number and template, and send the SMS text to the customers. In case of incoming SMS requests, agents can see the incoming SMS on their portal and manage the requests from their end.  In case of incoming email requests, organizations can configure their business email account with the contact center software. Whenever a customer sends an email to that particular business email account, the agent will be able to see and manage the incoming email request on their system. The agent can reply to the incoming email request and manage the mail chain with the help of an in-built mini ticking feature. It means that once the customer’s issue is resolved, the agent can change the ticketing status and mark it as resolved.

WhatsApp:

There are currently two providers that are configured with HoduCC contact center software-  MessageBird and Mehery for WhatsApp requests management. If a customer wants to use another provider's account, that account can also be configured after checking the feasibility. With the help of WhatsApp configuration, the agent can easily select the template and send an outbound WhatsApp message to the customer. One important thing to note here is that all the templates must be white-listed from the provider’s end before the agent sends them to the customers.  For incoming WhatsApp messages, businesses can configure their WhatsApp business number with the system. This will allow the agents to see and manage all the WhatsApp message requests easily from their system. In case of incoming email requests, organizations can configure their business email account with the contact center software. Whenever a customer sends an email to that particular business email account, the agent will be able to see and manage the incoming email request on their system. The agent can reply to the incoming email request and manage the mail chain with the help of an in-built mini ticking feature. It means that once the customer’s issue is resolved, the agent can change the ticketing status and mark it as resolved.

Facebook:

Facebook configuration allows businesses to bind their business pages with the HoduCC platform. All the message requests (Post comments and direct message requests) on these business pages can be managed easily from HoduCC. 

Instagram:

By configuring the business Instagram account with the HoduCC platform, the users will be able to manage all the post comments from the system.

Twitter:

After configuring the business Twitter account with the HoduCC platform, the user can easily manage all the direct message requests. 

Benefits of Built-In-CRM System

Sticky Agent:

The omnichannel support feature comes with Sticky Agent functionality for all the communication channels. The admin can set a validity for the sticky agent as per the requirement. This functionality helps to connect the customer with the same agent that he/she connected to previously. This further helps in offering a unified, personalized, and seamless communication experience.

Templates:

The users can create response message scripts. By typing the relevant word, users can select the required template and use it for replying to message requests.

Reports:

Users can access the reports of all the inbound and outbound messages including email messages, WhatsApp messages, SMS, and social media requests via the omnichannel dashboard.

With the help of an omnichannel support feature, businesses can provide a seamless and consistent experience across various touchpoints. To know more about how you can enhance customer satisfaction and loyalty using the omnichannel support feature, connect with our experts today!

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