Defending Coronavirus Disruptions: Resources for Retailers
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.
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Improve customer service, reduce costs and drive customer loyalty.
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)
CENTRALISED CUSTOMER SERVICE
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
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
FASTEST AVG RESPONSE TIME
decrease in first response time
decrease in case resolution time
INCREASE IN BRAND PREFERENCE
Personalise every response with 360° profiles & history
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
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
CONTINUALLY IMPROVE EXPERIENCE WITH REAL-TIME NPS & CSAT
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
ADVANCED ANALYTICS TO OPTIMISE SERVICE
Set benchmarks & review performance of vital metrics like average response time, NPS score, topic volume, case status and more.
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
Here’s how providing high quality, personalised customer service on social has helped SEEK become the go-to-career partner for their community.
Customer Service Resources
Latest customer stories, reports and best practice guides.
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