Build the perfect customer contact journey

There is a lot going on in the world of customer contact. The most important development, however, is that of omnichannel thinking: communication with customers is becoming increasingly versatile. Relations expect to be able to reach you in all ways. Mail and telephony are no longer sufficient; chat, WhatsApp and video communication are on the rise. Constantly having to switch between these different forms of contact is inconvenient and time-consuming. With Xelion, you handle all communication through one application. 

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Multi-channel customer contact

Nowadays, customers expect organizations to be reachable through more than just a simple phone call. Good customer contact includes a mix of communication such as phone, website, chat and video. An important challenge of multichannel customer contact is to properly align all means of communication and make clear choices. With Xelion, you can put together your ideal communication mix. This way, you ensure positive customer experiences through all channels and win the battle against the competition. 

Every option for omnichannel customer contact

Telephony

Cell phones. That's where it all started. And so that's the basis of Xelion. No hassle making business calls on private cell phones. With Xelion you keep everything neatly separated. So you can be reached however you want. 

Internal chat

Need to send a quick callback request to a colleague? A quick question during a phone call? The internal (group) chat offers the solution. A caller's contact details are shared in no time and there is no need to switch applications.  

Webchat

Customer contact through your website can be arranged quickly and easily with the Xelion Wordpress Plugin. Customers greatly appreciate this new communication channel. Agents are assigned calls based on their availability and can transfer the prompt internally to a colleague. Of course, reports are available, the transcript is emailed and the end customer can leave a rating for the conversation.  

WhatsApp Explanation

WhatsApp is a popular means of communication in the Netherlands. Not only private but also business use is huge. With the WhatsApp Business integration with Xelion, you can get in touch with your customer in a straightforward way and as soon as they call the WhatsApp number, they simply enter your Xelion environment.

Text messages

Texting! A communication tool that is has been around for quite a while. Text messages are read more often and faster than emails or WhatsApp messages. Linking SMS messages to Xelion is easy and then you can send text messages such as appointment confirmations and pickup messages from a dashboard.

Video conference and screensharing

Have client conversations with your colleagues on cell phone and PC.  With non-Xelion users, you can invite them for a video call through the browser.

Get started with the perfect customer contact journey?

Making  customer contact centers work optimally is one of the core competencies of the Xelion platform. Do you also want to build excellent customer contact?

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