Transform service from cost- center to profit-center
Give your customers the human-to-human experiences they deserve. Lexer’s CDP-powered digital customer service solution enables you to provide exceptional omnichannel service with streamlined workflows, centralized inboxes, straightforward tools for customer feedback collection, and more.
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Craft tailored experiences
Gain insight into the person behind each request.
Lexer’s digital customer service solution is connected to our CDP, housing comprehensive customer profiles and enabling self-served customer insights.
With access to detailed information about the person behind each service request—including recent purchases, loyalty membership details, contact history, broader interests, and demographics—you can personalize your communication accordingly.
Connect your inbox
Centralized conversations improve customer experiences.
Gain the full picture behind customer requests by unifying conversations from email, social, and contact forms into a single inbox. With one tool, service teams can send personally-relevant and consistent responses to customers regardless of channel. Intelligent inboxes enable you to organize important messages and quickly filter through requests by priority, influence, keyword, channel, and more
Empower your team
An intuitive interface enables fast, effective service.
Easily tag and classify requests, securely collect information, draft messages, leave notes for colleagues, update statuses, assign tasks, track customer satisfaction, and respond to tickets with engaging GIFs, emojis, and images—all from one powerful interface.
Recommend actions to streamline service
Ensure consistent, 1-to-1 customer experiences.
To help onboard new agents and streamline processes, you can configure best next actions for specific types of service requests to guide agents’ responses and achieve personalization at scale.
The #1 digital service tool
Collect information quickly and securely
Save time for personalized service with custom forms.
In the past, verifying customer identity and securely collecting information has been a hassle. Lexer’s secure form builder and authentication workflow eliminate the need to move a customer from social to email or email to phone. Instead, streamline these critical, yet repetitive steps and collect the specific data your business needs.
Make improvements based on real customer feedback
Easily analyze performance
Lexer’s straightforward tools for advanced reporting allow you to set benchmarks and review the performance of vital metrics such as:
- Average response time
- NPS score
- Topic classifications
- Case volumes and statuses
Analyze and report on both team and individual performance to understand spikes in activity, celebrate high-performing agents, and demonstrate the value of digital customer care.