Connect with your customers on the digital channels they use every day – Facebook, Instagram, Twitter, WhatsApp Business, WeChat, LINE for Business, Telegram, email, and text messaging. Comm100’s unified agent console keeps every conversation in plain sight, ensuring that every related interaction is connected and visible.
Simple to set up and fully integrated with the entire Comm100 platform, Comm100 Ticketing & Messaging makes it easy for your team to deliver effortless and exceptional customer experiences.
The hallmark of seamless and consistent experiences across channels is never asking customers to repeat themselves. When a customer messages you over any supported digital channel, their inquiries can be responded to and tracked as tickets. Each ticket includes a customer’s full history of interactions so that agents can understand the whole context and respond confidently. Even when tickets are transferred between agents or departments, every detail gets passed along so that any agent can get up to speed in seconds.
Take control of your digital accounts by automatically routing inbound queries to the agent or department best suited to handle them. Set service level agreements (SLAs) for response or resolution times and prioritize tickets by urgency level so that critical issues get dealt with first, with nothing falling through the cracks.
For today’s on-the-go customers, many queries aren’t resolved in a single session or even over a single channel. A conversation that starts on Twitter might later involve real-time updates via SMS or detailed instructions sent via email. With Comm100 Ticketing & Messaging, your customers and your agents can easily move between channels without losing history.
To provide efficient, high quality customer service, your agents need to maximize the time they spend resolving complex customer problems and automate their most repetitive tasks. Built-in features like canned responses to frequently asked questions, automatic follow-up messages, and triggered updates to Tickets help streamline workflows, resolve customer issues faster and free up your agents to spend their time on more complex interactions.
Integrations and Security