Integrating Customer Service Across All Channels



The customer navigates the brand’s website to resolve a problem but becomes frustrated and calls Customer Service. Agents are unaware of her previous online activity and she has to start all over again. There is an acute lack of integration and too long of a delay between the customer service team and latest data from online sales and marketing activity.


The Solution

Empower the customer service team to help discern the next best action, as informed by each customer’s past and real-time activities. Alterian’s cohesive, holistic software can remember a customer’s place within any automated processes she may have started. When on the phone with a customer service agent, the agent will have access and visibility into the customer’s recent activities, including any incomplete or abandoned processes. In this way, the support team can better coordinate, prioritize, and manage the needs of the customer. It is also an opportunity to automatically deliver premium service and support to high-value customers.

The Benefits

The Alterian Real-Time CX Platform is designed to support your business goals. Integrating customer service across all channels can help you:

  • Improve Efficiency by reducing call handling time, leading to more agents available to answer calls and reduced waiting times for customers
  • Improve Customer Experience with shorter wait times to speak with someone and reduced effort required by customer to explain problem or understand solution

Ready to take the next step? Find out how we can help with your real-time customer journeys.

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