DIGITAL CUSTOMER SERVICE SOFTWARE

Take your customer service to the next level with lightning fast workflows, intelligent inboxes, customer history, customer satisfaction & rich customer profiles for exceptional service across Email, Facebook, Twitter & Instagram.

 

Get a live demo today

Improve customer service, reduce costs and drive customer loyalty.

Trusted by

FAST, PERSONALISED SERVICE MADE EASY

Centralise email, social media & contact forms

Create service queues based on channel, status or keyword

Give sales, service & product teams tailored queues to stay focused

Customer profiles from the Lexer CDP to tailor responses

Up and running in minutes

Secure, certified & compliant. (99.98% uptime)

As seen in

CENTRALISED CUSTOMER SERVICE

Customer Service - centralised

LIGHTENING FAST, HIGH-QUALITY SERVICE

Integrate your email, Facebook, Instagram, Twitter & contact forms. Create intelligent inboxes that prioritise important messages. Respond to customers in real time across digital channels with our customer service software.

  • Social media, contact forms & email together
  • Speed thru requests with an intuitive, lightning-fast interface
  • Built for teams – organise messages into queues for each team – sales leads, support requests, product feedback or influencers
  • Intelligent filters – priority, influence, keyword, channel and more

Improve service, save time

POWERFUL RESPONSE INTERFACE

Customer Service - response interface - 2

FASTER & MORE PERSONALISED SERVICE

Quickly tag, classify, draft, collect information and respond in one powerful interface.

  • Prepare: Draft, seek approval, respond
  • Leave notes: For colleagues to stay informed
  • Tag: Classify for reporting
  • Set status: To clear queues and reporting
  • Assign: Hand over to a specific team member
  • Be engaging: Emojis, GIFs & images
  • Track satisfaction: Integrated NPS & CSat reporting
  • Get secure info: Private forms for personal information
  • Track links: Bit.ly integrated link shortening

Empower your service team

Deliver bottom-line results

#1

FASTEST AVG RESPONSE TIME

52%

decrease in first response time

32%

decrease in case resolution time

18%

INCREASE IN BRAND PREFERENCE

Personalise every response with 360° profiles & history

Customer Service - personalise response

Talk to a human, not a username with insights about the person behind the post. See recent purchases, customer loyalty, broader interests and demographics.

Know when you’re talking to a VIP, brand superfan, troll or social influencer — and tailor your customer communication immediately.

  • Contact history to continue conversations
  • Store customer data securely (ID, account number, etc)
  • Use loyalty and membership details to personalise
  • Use latest purchases to fast-track service
  • Next best actions guide agents on what to do next

Start personalising today

COLLECT INFORMATION SECURELY

Customer Service - collect information securely

CONTINUOUS SERVICE IN CHANNEL

Verify customers quickly and securely with the first authentication workflow built for customer service. No need to move a customer from social to email or email to phone – streamline these critical, yet repetitive steps to spend more time improving service.

  • Agent sends a secure form
  • Customer’s response feeds straight back into the inbox
  • Continue providing service in channel
  • Reduce risk of customer data breaches
  • On average solve queries 70% faster (more)
  • 52% decrease in first response and 32% in resolution time
  • SOC2 audited, ISO27001 accredited and GDPR-compliant

Take care of your customer’s data

“We’re able to solve customer service queries 70% faster thanks to this feature.”

Robbie Dickenson – Virgin Mobile
virgin_mobile_logo_white

CONTINUALLY IMPROVE EXPERIENCE WITH REAL-TIME NPS & CSAT

Customer Service - realtime nps

Lexer NPS & CSat allows customer service agents to send personal survey links and record scores to the individual.

In real time, collect valuable customer feedback to monitor and improve customer experience. Measure each team, agent and channel, track over time to spot spikes and trends. Valuable insight to improve your service operation.

  • Sent automatically or manually
  • Tailored questions to suit your business
  • Powerful reporting – cases, teams and channels
  • Real-time feedback and reporting
  • Investigate cases, report on teams
  • Trend data over time, benchmark other channels

Know satisfaction drivers

ADVANCED ANALYTICS TO OPTIMISE SERVICE

Set benchmarks & review performance of vital metrics like average response time, NPS score, topic volume, case status and more.

Customer Service - advanced analytics

Resource for a 24-hour conversation with a holistic view of spikes in activity and detailed topic analysis.

Celebrate service superstars with powerful analytics on response time, NPS, SLA and case volumes.

Report on team and individual performance and benchmark with other departments to demonstrate the value of digital customer care.

Analyse team & individual performance:

  • Response time, NPS, SLA and case volumes
  • Message classification & status
  • Over any time range
  • Drill down into any conversation

Use data to improve service

Powered by

seek_logo_black

Here’s how providing high quality, personalised customer service on social has helped SEEK become the go-to-career partner for their community.

Lexer Marketing Software

Live demo

Experience Lexer’s powerful, yet simple software now.

Customer Service Resources

Latest customer stories, reports and best practice guides.

Real CDP Logo 372px