Our vast Call centre CRM service offerings

 

Customer Interaction Management

 

Email Support

 

We can set up an email filtering system based on the keywords used in the email body. Agents allocation for specific tasks is carried out with the help of this high-level intelligent email management system. The auto-generated report displays CSA statistics of unsatisfactory responses to customer queries.

 

Call Support

 

Our technological assistance and AI-based systems will redirect calls to the right agents. The redirecting of customer calls depends on the service language, type of query, location, customer priority, and more relevant conditions. Also, we help you set up a customized IVR workflow that facilitates agents to transfer and log notes about calls for future references. We design an intelligent system that will capture the average time duration of each CSA and provide you 24x7 access to real-time data. 

 

Chat Support

 

We offer native chat support to our clients. An SDK integration will help your agents work through mobile devices anywhere and anytime. We manage customer rating for each chat and make sure that the chats are transferable with all the previous history across departments.

 

Social Media Support

 

Our call center CRM solutions will help you develop workflows to monitor issues raised on social media platforms. The social media interaction will help you reach more customers with ease and help resolve queries instantly. The tickets arising from social media platforms are assigned to specific agents for further processing.

 

Ticket Management

 

We offer each agent a personalized dashboard. The dashboard will help them, view resolved, pending, and raised queries. We provide system customization to support relevant customer demands. Right from simple label changes to complex developments, we are there to accommodate even the slightest request. Moreover, our ticket management system will help you categorize each ticket based on the service type, product code, or priority level. Our developers can set access rules and hierarchical data access based on your internal processes and in-house teams.

 

360-degree customer view

 

You can get a complete report and statistical data of the past interactions, orders, tickets, and maintenance requests for each client.

 

CSA performance tracking

 

We can help you design a system that will give each manager access to the real-time data regarding their CSA. The monthly progress report and performance review of each CSA can be carried out in an unbiased way with this feature.

 

Why choose Ikontel?

 

Real-time data access

 

We offer features like flash reporting and trend reporting through all our CRM platforms, Whether you’re using email, VoIP, instant messaging, social media, or another communication platform, you can get real-time operational metrics.

 

Integration with other systems

 

We make sure that the CRM system we recommend can be integrated with your existing and backend systems. Our certified experts will study your internal workflow and suggest a cost-optimized and integration friendly system.

 

Training support

 

We will source trainers who will help you get started on the new system. Our trainers will equip you with training manuals and doubt clearing sessions for all your queries.

 

Low deployment time

 

Ikontel aims at providing high quality, customer-centric solutions as quickly as possible. 

 

Cloud-based systems

 

With cloud-based systems becoming a major hit these days, we provide cloud-specific call centre CRM solutions to all our clients.

 

Regular show and tells

 

Right from the requirement collection till the final deployment stage, we make sure that the client is connected with us. We maintain 100% transparency with all our clients and conduct the timely show and tell for regular feedback.

 

No hidden service charges

 

We offer the same service charges across all levels of enterprises.

 

100% Data Security

 

Our professionals are bound by strict privacy guidelines that will take care of all your production data. We also make sure that our internal system will be guarded against hackers and intruders for your utmost safety.

 

Customized solutions

 

We offer innovative solutions to tweak the existing system and support customized developments.

 

Certified consultant

 

All our experts are certified and, we offer a senior consultant, technical consultants, and techno-functional consultant to each of our clients.

 

24x7 Customer support

 

Customers are at the core of all our projects. We take care of all customer queries instantly. Our in-house CRM system is built to respond to client queries within an hour.

 

In the past few years, Ikontel has been at the forefront of providing quality Call Center CRM solutions to clients worldwide. We are equipped with certified experts who have worked in the CRM domain for more than ten years. Our expert team is supported by the latest technology and quick client support team. You do not need any dedicated Network engineers to run your CRM systems. Our support team would be handy to help you out if any issues arise. Get in touch to know more. Visit us at www.ikontel.com