Customer Support Technology
We believe in using the best that customer support technology has to offer to create an experience that is effortless and reduces friction for both consumers and our own agents. Using years of experience we have built a solid ecosystem based on the latest technology in communications, customer relationship management, and business intelligence. Within 5CA, technology serves a single purpose; to provide a satisfying customer experience at every touchpoint.
Zendesk is our CRM of choice for all customer-facing activities. We use Zendesk as our core ticketing system and utilize its help center functionalities to build knowledge bases and support sites for our clients.
Interactive Intelligence’s PureCloud platform forms the basis for our communications. We use this cloud-based platform to route and answer contacts across all channels, including calls, emails and chats.
CX Social by Clarabridge is our single platform for social media support. We use CX Social to provide support to customers on any social channel – be it Facebook, Twitter, YouTube, Instagram or even Amazon – all from a single interface which provides efficient workflows and detailed analytics.
We use the Microsoft Power BI suite as a visualisation layer on top of our data warehouse, where we combine data from more than 20 systems. The data visualised in Power BI serves as a real-time, always up-to-date source of operational information and allows our clients to have access to current support metrics.
Helpshift is our tool of choice for any in-app support needs. Using the Helpshift platform we are able to provide high-quality support to mobile players without them having to ever leave our clients’ apps.
We can connect seamlessly with your Salesforce environment to deliver a continuous experience to your customers and in-house customer support staff.
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