Improve agent efficiency by bringing all digital conversations, context and support actions in single view. Identify actionable intelligence through real time & detailed analytics with Gupshup’s Agent Assist.
Enable agents to address queries on 30+ messaging channels from a single interface
Leverage intelligent routing and workflows to auto-assign chats to agents with the right skills and bandwidth
Leverage canned responses and standard replies to respond faster and save agent effort for complex issues
Offer smooth CX by seamlessly transferring conversations from chatbots to live agents while retaining context
Assist better by fetching information from past interactions and 3rd party apps without switching tabs
Drive action by allowing agents to share product catalogs and adding buttons to notifications and messages
Track agent performance and conversation feeds in real-time, and intervene when required
Get insights into what high-performing agents do differently and improve team performance
Manage traffic efficiently by nudging agents about unattended queries and deflecting to alternative channels
Higher Customer Satisfaction
Lower average resolution time
Lower average first response time
Leverage highly structured messaging(HSM) templates to send messages that drive action on WhatsApp
Setup separate views for agents, managers and admins. Assign roles, moderate permissions & manage teams efficiently
Put chats on hold to find resolutions. Nudge idle customers to resume conversations and leave no query unresolved
Tag important conversations that need attention or can be referred to later to address similar queries
Enable admin and managers to take control of conversations without hampering customer experience
Integrate with CRM and helpdesk such as Leadsquared, Zendesk, Freshdesk, Salesforce, Zoho etc.
Gupshup helps us understand what people are talking about OYO as a brand, it helps us not to miss anything that the customers are expressing out there, we then take this information and process it to improve our product and service
When we had the requirement to build a robust ORM platform with capabilities to understand customer sentiment, analysis and to enable seamless response by our support team, OneDirect / Gupshup was the most apt choice. I am happy to note that after 2 years we continue to enjoy the services offered by OneDirect team and the platform.
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