Tellq Multi Communication Platform
Tellq Multi is a unified communications platform covering the control of main communication channels, i.e. calls, emails, and live chats. It is a solution for small- or medium-sized businesses that wish to provide customers with unconditional, tailored high-level service and create positive, professional experience, no matter which channel is used by the customer to contact you.
It is virtual call center software that allows you to expeditiously manage call flows, also easily and efficiently analyze calls made and received.
It is centralized email management software, which realizes the request grouping, work distribution, as well as tailored customer service options and provides informative request service statistics.
Live chat software that combines all customer requests in one place and allows you to respond in a timely manner without forgetting any customer request.
A solution that allows you to connect Facebook Messenger to the Tellq platform as an additional communication channel and manage customer requests coming through this social network along with the communication received through other channels.
Tellq identifies customers by their contact number or email. So, no matter which channel the customer will use to contact you, you will always see his/her contact information and full communication history: requests, chat records, customer-related actions of the operating personnel, remarks or comments, as well as request resolution times.
Get valuable insights for daily customer service with Tellq analytics tools. Real-time statistics for calls, emails, or chats are presented in various data slices and graphical information, and are also exported in a format convenient for you.
The Tellq platform is managed in an intuitive and user-friendly system self-service portal, so you can make all necessary changes, create additional workstations, or make other changes that require an extremely fast response at your convenience without the intervention of a service provider with just a few keystrokes.
Improve your team’s collaboration and communication skills. Take advantage of internal task allocation strategies, request assignment, or internal commenting features.
According to the pre-described rules and scenarios, the Tellq platform allows you to automate customer service processes related to the distribution of emails, requests, and messages to agents, classification according to the keywords in the email content, automatic request archiving after a time limit set or response received.
Instant dashboards and an option of real-time monitoring of agents allow you to see the customer service centre’s workloads and proactively respond to the situation by making the decisions needed for effective customer service.
Tellq system records all actions related to customer requests in a centralized message centre, so no request or call will go unnoticed. For efficient service, you can also make use of a variety of pre-designed response templates or automated system responses. Surprise your customers with an extremely fast response.
Automate live chats with your customer on your website with the Tellq Chat plugin and Chatbot. It will prompt your site visitors for the most relevant options during the chat according to the self-service logic and will support the conversation 24/7.
Automating live chats from agents will take over the service of recurring queries, refer potential customers to the sales team, or create a query in the Tellq system. Serve customers even more efficiently!
Tellq NPS (Net Promoter Score) module allows you to track customer satisfaction with the quality of service. This module enables you to automatically send a SMS message to your customer after the call through Tellq system with a request to evaluate the quality of the service call from 1 to 10 points. You will be able to see the answers of the customers in the Tellq system, which will allow not only to assess the loyalty of the customers, but also to analyze the efficiency of the employees who serve them by phone.
The Tellq NPS module can be ordered in addition to the Tellq Calls service and is activated for all system users. SMS messages are charged according to the fact, so you just pay for the texts you send. Price per SMS is from 0.02 EUR.
Tellq is an integrated system, so, with the help of the Application Programming Interface (API), you will be able to integrate the available order or customer management systems with Tellq, thus being able to see the required information on-line and to have an easier access to relevant data. We will provide all necessary documentation and advice for the implementation of the integration.