New

Agent assist

New

Agent assist

Customer service software

Name: ViaSay | Déployez des chatbots multimodaux
Brand: ViaDialog
Price: 0.10 EUR
Availability: InStock

Whether you are a small or medium-sized enterprise or a large company, providing a smooth and centralized management of interactions with your customers is essential for retaining them and optimizing your business.

Why adopt customer service software?

As its name suggests, this is a solution designed to orchestrate all interactions with your clients, prospects, and partners, unifying different channels (calls, emails, chat, SMS, social media). The main difference from a standard email inbox or traditional phone system? The customer service platform allows you to track every request, direct inquiries to the right contact, and maintain consistent quality, thanks to a single interface and advanced automation tools. By opting for professional software, you can not only manage your communications more effectively but also analyze your performance (response times, customer satisfaction, etc.) in order to implement concrete action plans. A customer service solution can thus meet various needs: from classic support for the most frequent questions to managing complex cases involving multiple departments. You can even integrate video conferencing or screen sharing to guide your clients step by step, depending on the level of service expected.

Why adopt customer service software?

A customer service software allows you to:

Centralize all customer interactions (calls, emails, messages, social media, etc.).

Support your telemarketers with real-time answers and actions.

Centralize all customer interactions (calls, emails, messages, social media, etc.).

Support your telemarketers with real-time answers and actions.

Improve customer relationship management (CRM) through accurate tracking of requests.

Optimize call and message routing with personalized scenarios.

Improve customer relationship management (CRM) through accurate tracking of requests.

Optimize call and message routing with personalized scenarios.

Increase the responsiveness of your sales and support teams.

Follow your key indicators and quickly identify areas for improvement.

Increase the responsiveness of your sales and support teams.

Follow your key indicators and quickly identify areas for improvement.

Effectively managing customer satisfaction through detailed analyses and dashboards.

Save time by automating recurring tasks with smart workflows.

Effectively managing customer satisfaction through detailed analyses and dashboards.

Save time by automating recurring tasks with smart workflows.

Automate certain tasks such as segmentation, invoicing, or follow-ups to optimize sales processes.

Enjoy a robust infrastructure that complies with current standards.

Automate certain tasks such as segmentation, invoicing, or follow-ups to optimize sales processes.

Enjoy a robust infrastructure that complies with current standards.

A customer service software allows you to:

Centralize all customer interactions (calls, emails, messages, social media, etc.).

Accompany your teleconferencing advisors with real-time responses and actions.

Centralize all customer interactions (calls, emails, messages, social media, etc.).

Accompany your teleconferencing advisors with real-time responses and actions.

Improve customer relationship management (CRM) with accurate tracking of requests.

Optimize call and message routing with customized scenarios.

Improve customer relationship management (CRM) with accurate tracking of requests.

Optimize call and message routing with customized scenarios.

Increase the responsiveness of your sales and support teams.

Follow your key indicators and quickly identify areas for improvement.

Increase the responsiveness of your sales and support teams.

Follow your key indicators and quickly identify areas for improvement.

Effectively manage customer satisfaction through detailed analyses and dashboards.

Save time by automating repetitive tasks with smart workflows.

Effectively manage customer satisfaction through detailed analyses and dashboards.

Save time by automating repetitive tasks with smart workflows.

Automating certain tasks like segmentation, invoicing, or follow-ups to optimize sales processes.

Enjoy a robust infrastructure that meets current standards.

Automating certain tasks like segmentation, invoicing, or follow-ups to optimize sales processes.

Enjoy a robust infrastructure that meets current standards.

The key features of customer service software

📞 Contact and Interaction Management

✔ Centralization of Requests
A good customer service software allows you to track each customer with a centralized record containing the complete history of exchanges, their preferences, and specific needs. All customer interactions, whether they come from phone calls, emails, online chat, or social media, are centralized in a single platform. This allows your teams to track the evolution of requests without losing any information, regardless of the channel used.

✔ Real-time Tracking and History of Exchanges
Every exchange is recorded and visible to agents, enabling them to respond quickly and in a personalized manner, while having an overview of the customer's history. This reduces the risks of duplications or omissions of information.

✔ Intelligent Routing of Requests
Requests are automatically directed to the most suitable agent or service, optimizing response time and avoiding unnecessary transfers.

✔ Centralization of Requests
A good customer service software allows you to track each customer with a centralized record containing the complete history of exchanges, their preferences, and specific needs. All customer interactions, whether they come from phone calls, emails, online chat, or social media, are centralized in a single platform. This allows your teams to monitor the progress of requests without losing any information, regardless of the channel used.

✔ Real-time Tracking and History of Exchanges
Each exchange is recorded and visible to agents, enabling them to respond quickly and personally while having an overview of the customer's history. This reduces the risks of duplications or omissions of information.

✔ Intelligent Routing of Requests
Requests are automatically directed to the agent or service best suited, optimizing response time and avoiding unnecessary transfers.

🤖 Artificial intelligence to enhance your customer service

✔ Real-time Transcription
Calls are automatically transcribed into text, allowing agents to follow the conversation without worrying about the details. This enables them to focus on resolving the issue while keeping an accurate record.

✔ Automatic Interaction Summaries
AI generates a summary of calls or exchanges, identifying key points for quick and efficient management. This allows agents to easily pick up cases without having to re-listen to or read lengthy conversations, thus increasing their productivity.

✔ Intelligent Response Suggestions
With the help of AI, response suggestions are offered based on context, history, and customer preferences. These suggestions can be directly integrated by the agent for a faster and more coherent response.

✔ Real-time Alerting
AI automatically detects weak signals of dissatisfaction (frustration, long response times, recurring issues) and alerts agents so they can intervene before a situation escalates. This helps minimize problems before they become escalations.

✔ Improving Efficiency and Service Quality
These tools allow agents to save time and respond more relevantly and effectively, while also providing an enhanced customer experience.

⚙️ Automation of common requests

✔ Chatbots and callbots for frequent requests
Chatbots and callbots are used to immediately handle simple and recurring requests, such as inquiries about schedules, order statuses, or frequently asked questions. This reduces the workload of agents while ensuring an immediate response.

✔ Dynamic knowledge base
Customers can consult a rich and constantly updated knowledge base. They find answers to their questions themselves, freeing up time for agents who can focus on more complex cases.

✔ Reduction of agent workload
Automation helps filter out simple and repetitive requests, allowing agents to focus on more strategic tasks and higher-value interactions.

🔍 Supervision, analysis and optimization of customer service

✔ Real-time Dashboards
Managers can monitor performance in real time with key indicators such as average response time, customer satisfaction rate, or volume of requests processed. This allows for quick adjustments to priorities and decisions based on reliable data.

✔ Customer Sentiment Analysis
Sentiment analysis in interactions (via AI) detects the emotions and mindset of customers. Agents are alerted to the nature of the interaction (positive, negative, neutral) and can adapt their approach accordingly.

✔ Automatic Evaluation of Interactions
AI automatically evaluates each interaction to identify areas for improvement, based on criteria such as response duration, response quality, and customer satisfaction. These evaluations are used to train agents and continuously improve service.

✔ Continuous Improvement of Customer Service
These tools help identify weaknesses and opportunities for improvement, while optimizing customer service performance.

🔌 Seamless integration with your business tools

✔ Login with your CRM
The customer service software easily integrates with your CRM systems (like Salesforce, HubSpot, or Freshdesk), allowing agents to have a complete view of the customer with interaction history, preferences, and contact information, while ensuring smooth request management.

✔ Synchronization with your internal tools
The software also connects to your other business tools (ERP, BI, Helpdesk, etc.), allowing for a smooth flow of information and more efficient request management. This reduces information silos and allows for more effective internal collaboration.

✔ Better information management and time savings
The integration with your business tools simplifies information management, optimizes workflows, and ensures a faster and more targeted response.

What benefits for your business?

The use of a customer service software brings significant advantages:

Loyalty

Provide a smooth and responsive service to enhance customer trust and retention.

Loyalty

Provide a smooth and responsive service to enhance customer trust and retention.

Maximize

Better tracking and personalization of interactions increase conversion opportunities.

Maximize

Better tracking and personalization of interactions increase conversion opportunities.

Optimize

Reduce tasks and allow your collaborators to focus on what is essential.

Optimize

Reduce tasks and allow your collaborators to focus on what is essential.

Unify

Centralize all customer information for consistent and optimized customer relationship management.

Unify

Centralize all customer information for consistent and optimized customer relationship management.

Automate

Speed up the processing of requests, segmentation, and follow-ups for a more efficient customer service.

Automate

Speed up the processing of requests, segmentation, and follow-ups for a more efficient customer service.

Improve

Leverage dashboards and detailed reports to drive your customer strategy with precision.

Improve

Leverage dashboards and detailed reports to drive your customer strategy with precision.

Are you looking for a partner to improve the management of your interactions?

With ViaDialog, benefit from an all-in-one solution designed for modern businesses. Our customer service software integrates advanced AI modules (summarization, transcription, alerting, etc.) to optimize every interaction. We combine our in-house technology and our sovereign LLM with the ability to couple third-party frameworks such as Mistral, OpenAI, or Anthropic. Compatible with your existing systems, ViaDialog adapts to your needs to provide a smooth and efficient customer experience. Our goal? To offer you the most efficient customer service software on the market, allowing you to harness the full potential of AI while maintaining control of your data.