Build the perfect customer journey
The world of customer contact is evolving rapidly, with omnichannel communication becoming a key trend. Customers now expect to reach you through various channels—email, phone, chat, WhatsApp, and video. Switching between these different forms of contact can be cumbersome. With Xelion, you can manage all your communication seamlessly through a single application.
Omni-channel contact
Gone are the days when customers only used the phone for their inquiries. Effective customer contact now involves a mix of channels including phone, website enquiries, chat and video. A key challenge of multichannel contact is aligning these tools effectively and making clear choices.
With Xelion, it's easy to customise your ideal mix of communication channels to ensure great customer experiences across all channels and stay ahead of the competition. If a customer has previously spoken to a colleague, Xelion’s clear contact history allows you to view past interactions, so the customer doesn’t have to repeat their story. This enables you to address their needs more efficiently and provide faster assistance.
True unified communications
Telephony
Calling is still the foundation of great customer service, and Xelion makes it easy. Make and take calls using your mobile, desk phone or laptop using a business number.
Managing different call queues and lines couldn't be easier, and the app contains many great features to improve user experience for every Xelion user. You can click to dial any number. You can integrate with your CRM. Xelion is truly one of the most feature-rich telephony solutions on the market.
Internal chat
Need to send a quick callback request or ask a question during a phone call? Internal (group) chat provides the solution. Share a caller’s contact details instantly without needing to switch applications.
Webchat
Webchat via your website is quick and easy with the Xelion WordPress plugin. It's extremely user-friendly both for you and your customers. Agents are assigned chats based on their availability and can transfer chats internally to colleagues. Additionally, reports are available, transcripts are emailed and customers can leave ratings for their interactions.
WhatsApp Business
WhatsApp is one of the most popular messaging services in the world, and can be seamlessly integrated into the Xelion app. With Xelion's WhatsApp Business integration, you can connect with your customers in a direct and accessible way. When a customer calls your WhatsApp number, the call seamlessly enters your Xelion exchange.
Videoconference and screen sharing
Xelion Video provides a quick and easy conference solution, allowing guests to join without needing to download any software or log in.
You can schedule meetings with ease, or initiate a video call in one click. This makes internal collaboration seamless, wherever your team is based.
SMS
SMS is a communication tool that's made a comeback, and it’s been a part of Xelion from the start. Text messages are read more frequently and quickly than emails. Integrating SMS with Xelion is simple, allowing you to send text messages, such as appointment confirmations, directly from the Xelion apps.
Looking for the perfect customer journey?
Xelion is here to simplify communication and improve the way you do business. Ready to see it in action? Book a demo now.
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