Chorus Flow automates the routing of customer queries to the appropriate department or individual, reducing response times and eliminating manual errors. For example, a customer complaint about a product can automatically trigger a workflow that notifies product management and customer service teams simultaneously, ensuring quick action.
The platform's integrated document management system allows for quick retrieval of all customer interaction histories, purchase records, and relevant documents. This means when a customer calls with a query, all their information is readily accessible in one place, enabling the customer service manager to provide informed and efficient responses.
Real-time dashboards provide the customer service manager with an instant overview of key metrics such as average response time, query resolution rate, and customer satisfaction scores. This helps in making data-driven decisions to improve service levels continuously.
Post-interaction surveys can be automatically sent to customers, and the feedback collected is analysed by Chorus Flow’s AI components. This provides valuable insights into customer satisfaction and service areas that need improvement.
With mobile app integration, customer service representatives can access Chorus Flow on the go, whether they are working from home or off-site. This flexibility ensures that customer queries are addressed promptly, regardless of the representative's location.
Chorus Flow can be integrated with other external systems such as CRM software, billing systems, and e-commerce platforms through its API suite. This integration ensures that all customer-related processes are synchronized, and service managers can track customer issues from start to finish within a unified system.
The platform automates tracking of key performance indicators for customer service teams, such as call handling time, resolution success rates, and customer feedback scores. This information helps the customer service manager identify top performers and areas where additional training may be needed.
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