Customer Contact Center
The idea behind universal contact center in Business24 is simple. It doesn’t matter which communication channels your customers use – email, telephone, social media, instant messenger, web form, website live chat – Business24 supports them all, saving the entire history of client interactions over time in one place.
What are open channels?
Open channels connect popular social networks and messaging platforms, such as Facebook, Skype, Instagram, Viber, Telegram, Slack and others to your Business24 account. Messages are sent by your clients from these platforms, answered by your employees inside Business24 and relayed back. All messages are logged and saved inside Business24 CRM. Open channels support intelligent routing, queuing, rules, canned replies, bots and can be integrated with website live chat and Business24.Network.
Queueing and routing
- Separate queue for each open channel
- Intelligent routing (existing clients connected to their account managers)
- Conversation transfers from one agent to another
- Wait time rules
- Whisper mode (chat between employees invisible to clients)
- Canned responses
- Chat bot and AI support
- Web or mobile
Website live chat
- Free for 12 agents
- Easily embeddable (HTML code)
- Customizable appearance
- All features of open channels
- Adaptable design
- After hours form
- Hosted live chat if you don’t have a website
CRM web forms
- Hosted or embedded
- Any form type (contact, feedback, support, order forms)
- Product catalog
- Online payments
- Fully customizable
- Post submit redirects
Omni-channel customer service
- Call center
- Live chat
- Social media
- Messengers
- Web forms
