Contact your clients fast
Have you ever wondered if it is possible for several users to simultaneously communicate via AIM, MSN and other IM systems? Life would be so much easier using one contact address with one database of messages and contacts!
By using the IM Gate system, this potential is now a reality. All incoming messages to a single public AIM number (as well as MSN, Yahoo and ICQ), are saved to the database and sent to users for replies.
Communication with your customers will change dramatically when you start using IM Gate:
- Customers only need to know one contact number
- Any user can reply from within your organization
- If the user does not feel confident about answering a question, it can be redirected to another person
- The entire message exchange history is stored in the database
- The communication database can be searched for answers to incoming questions
- Users will therefore spend more time working and less time on communication via personal instant messaging systems
 |
Just one contact addressCustomers will only require one contact number. In addition, they can choose the IM system that is most convenient for them: AIM, MSN, Yahoo or ICQ.
Message redirectionIt is no secret that employees come and go in any company or organization, with email addresses becoming defunct. Furthermore, different staff members have special skills, professional knowledge and specific qualifications. When complicated question are received, users can pass the incoming customer onto another colleague, meaning that customer’s questions will never go unanswered! Furthermore, the user who assumes control of the communication can view the entire customer dialogue and message history, thus preventing repeat questions.
In another scenario, a sales manager may answer the first question from a customer and then transfer the customer to a specialist from the maintenance department in order to answer some technical questions. And once again, the entire history of communication with the client is saved and the specialist does not have to ask the same questions twice. |
In general, the redirection system resembles a PBX, with the only difference being that you can view the entire history of communication with a customer using IM Gate.
Message history
The message history function is designed to store a customer’s problem history and thus find the best way to assist with new queries.
Users spend more time on their work
Nowadays, employees have Internet access for communicating with the company’s customers. But in 90 per cent of cases there is misuse of this Internet access, involving personal communication with friends or web surfing. This distracts an employee from working, while bosses are under the impression that some important task is being carried out.
The IM Gate system puts a stop to this because although it enables employees to communicate with the company’s customers, Internet access is not possible. Even if an employee uses IM Gate for personal communication, the entire message history can be recorded and viewed.
