ITX Integration with WeChat
Description
With WeChat integrated into ITX, you can handle customer communication directly in the contact center. WeChat becomes a natural part of ITX, just like chat and social media, allowing you to consolidate all communication into a single solution.
Benefits for the Business
This integration makes it possible to engage with customers through their preferred channel, while consolidating all communication on the customer profile. This provides a better overview, more efficient follow-up, and a more personalized customer experience.
This provides tangible value:
- Increased availability on key communication channels
- Faster response times and more effective communication
- A single, consolidated customer history across all channels
- More personalized follow-up based on previous conversations
- Reduced need for manual lookups
Contact Us
Proactive follow-up with "support triggers"
This integration makes it possible to take a proactive approach to customer satisfaction:
- A notification is sent automatically when a customer gives a 1- or 2-star rating
- Customer service can follow up immediately
- Allows you to resolve the problem before it escalates
How does the integration work?
When a customer contacts us via WeChat:
- The inquiry is received by ITX as a chat message
- The call is automatically linked to the correct customer profile based on an identifier (e.g., phone number)
- Previous dialog appears if the customer is already in the system
- If the customer is new, a new customer profile can be created
This provides a seamless experience where all communication is centralized and easily accessible.
Features
- Two-way chat via WeChat
- WeChat as a separate channel in ITX
- Automatic linking to customer profile
- Creating a New Customer with Unknown Contact Information
- Compilation of dialog on the customer card
- Clear display of the channel in the agent interface
- Interaction with other channels (e.g., prioritizing over phone calls)
- Support for Queue Management and Channel Management
| Category | What You Get |
|---|---|
|
Customer Data |
Complete overview of the customer, including contact information, history, and credit status |
|
Order |
View status, items, and tracking information while speaking with the customer |
|
Invoice |
Open, send, and follow up on invoices without switching systems |
|
Logistics |
Track shipments and view inventory status and backorders |
|
Follow-up |
Manage quotes, returns, and customer communication all in one place |
|
Synchronization |
Automatic synchronization between ITX and Multicase |
|
Insight |
Real-time KPIs provide an overview of customer activity |