Streamlining Customer Service with Acquire
Revolutionizing the customer service landscape, Acquire enables organizations to streamline their online interaction processes. This robust tool uses powerful workflows and integrations to enhance customer service response times, manage queues efficiently and deploy self-service alternatives. It embodies an impressive workflow engine, which when combined with customizable integrations, provides invaluable customer information across your tech ecosystem. With Acquire, agents gain insights to customer context that greatly drives their productivity.
Efficient Communication and Prioritization
Acquire stands out for its ingenuity in managing and prioritizing customer queries. Features like SLAs and alerts ensure timely responses that enhance service delivery. Prioritization, based on customer type, wait time, and other attributes, ensures each client gets personalized attention. This is complemented by route setting features for optimal response times and omnichannel communication. This allows agents to seamlessly switch between chat, SMS and email, a feature that not only facilitates smooth communication but also rapid resolution of issues.
Personalized Multi-Lingual Interaction
Acquire gives a whole new meaning to live chat by giving your agents superpowers to speak multiple languages. With a click, conversations can be translated into 25+ languages, facilitating real-time responses and quenching the thirst of inquisitive customers. Additionally, the platform allows you to send and share files, which adds to the extensive toolset it provides for seamless communication. Even more, historical data, including previous conversations and agent notes, can be easily accessed to provide a more personalized interaction.
Incorporating Video Support and Intelligent Routing
Acquire takes user interaction to a personal level with its in-person video support. From your live chat, you can conveniently transition into a live video call, providing an effective resolution to complex queries. Besides, Acquire boasts of intelligent routing and dynamic queueing. By continuously updating queue order based on workflow rules, it has increased work efficiency. By routing callers to digital channels, Acquire reduces cost and increases customer satisfaction. This is a clear testament of an all-around customer interaction platform that businesses can’t afford to ignore.
Acquire provides powerful workflows for customer service with customizable integrations.
It allows agents to handle multiple conversations in a single view leading to faster resolutions and reduced customer wait times.
Offers dynamic prioritization and intelligent routing to help drive efficiency.
The software offers a unified view, allowing agents to easily switch between chat, SMS, and email.
It provides a platform for live video support directly from a live chat, mimicking an in-person experience.
The information across tech stack is provided in workflows which may be complex for beginners to understand.
Setting up multiple routing configurations might be challenging for some.
If not properly utilized, the use of SLAs to maintain customer service response times could be inefficient.
Multilingual support extends to only 25 languages, which may not cover the linguistic diversity of customers.
The system's ability to effectively manage priorities and routing might rely heavily on initial set up and understanding.
The interface might be difficult to navigate for agents who are not tech-savvy. Frequently Asked Questions
Find answers to the most asked questions below.
What is Acquire and how does it improve customer service?
Acquire is a powerful tool that improves customer service efficiency through customizable workflows, digital channels, and flexible API workflows. It provides comprehensive information about customers across the tech stack to enhance prioritization, queue management, and self-service. This information also offers customer context to agents, allowing for higher quality interactions.
How does Acquire prioritize and route customer queries?
Acquire allows for prioritizing customers based on parameters such as type, wait times, and custom attributes. It has multiple routing configurations for fast response times and can route messages to the correct agents and departments based on location, URL, device type, and more. This system is customizable to suit varying business needs.
How does Acquire handle multi-channel communication and switching between channels?
Acquire supports omnichannel communication, allowing your agents to stay in constant communication with customers to resolve issues faster. They can seamlessly switch between chat, SMS, and email channels. Further, the single view feature allows viewing the entire conversation history in one glance.
How does Acquire facilitate live chats and video support?
Acquire provides a live chat software where agents can address customer queries in real time while simultaneously moving fluidly across different channels. It also has a feature to easily launch live video support from the customer or agent side, recreating the in-person experience for an effective resolution.
Can Acquire handle multiple languages and real-time answers?
Yes, Acquire supports real-time customer service and can translate conversations into 25+ languages. This allows the agents to cater to a diverse customer base, answer inquiries immediately, and avoid leaving the customers waiting.
How does Acquire's call deflection work?
Acquire's call deflection works by redirecting incoming calls to digital channels like SMS. This reduces the burden on agents and provides customers with more ways to connect. It uses IVR deflection to offer customers the alternative of continuing the conversation via text, which results in a smoother, more efficient service.
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