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Customer Service

The best omnichannel software for customer care

Increase First Contact Resolution with scripting tools and templates that allow your team to align and respond as one.

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Give the best service to every customer using the ICR Evolution platform. Our intuitive features let your agents focus on offering memorable customer experience and forget about complicated systems.

Gabi Navarro
CEO of ICR Evolution

First Time Fix

Reduce propensity to contact and increase your First Contact Resolution rate with our scripting and template features, allowing you to provide unified communications.

Our software is so easy to use that it will not only reduce agent burn-out but also free up more time to focus on full customer assessment, preventing repeat contacts.

“ A seamless, personalised and uninterrupted customer service experience, when a customer is chatting with a CSR.”

Alberto García – Chief Director of Ilunion

Exceed customer expectations

Seamless cross-channel interactions are noticed by customers. Reduced waiting times, self-service options, easy authentication and email templates are amongst many features available in EVOLUTION to help you create an effortless experience.
Your customers reach available agents faster, via their preferred channel, without having to repeat who they are or why they’re contacting you.

“ With EVOLUTION software we are dedicated to developing and improving our customer service and advice systems. Everything else is left to TrueIt and ICR Evolution.”

Daniel Pérez – COO of iSalud.com

Make quality of service the reason your business stands out

A large number of people declare they would pay more for a better service and quality of their experience when it comes to selecting a brand or product.

However, there are still very few businesses that are taking a real customer-centric approach in how they operate. In fact, a majority still do not consider customer experience as a strategic factor. This is your opportunity for your business to shine against your competitors!

With ICR Evolution, you will be recognized for your quality of service and how you make it easy for your customer to do business with you.

“ ICR Evolution software allows seamless integration with most applications.”

Jorge Luís Lorenzo – Patient Relationships Director, HM Hospitales

Make the Contact Center a leader of your business

Fill out the form to speak with an expert who will assess your case in a personalized way. We’ll email you a link to Calendly to schedule a call.

Download Datasheet about Solutions: Customer Service, Sales & Marketing, Collections and BPOs.

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Improving customer service with omnichannel software

What is customer service software?

Customer service software is a tool that helps companies interact with their customers and provide them with a satisfactory experience. This type of software enables agents to manage and respond to queries, problems or suggestions quickly and efficiently.

Apart from improving customer satisfaction and capturing the attention of potential customers, it’s also a valuable tool for organizations looking to increase the efficiency of their internal processes.

By automating tasks and centralizing customer information in one place, it helps reduce response time and agent workload, allowing companies to dedicate more time and resources to other aspects that may require greater dedication or urgency. By selecting the right software and utilizing it effectively, companies can differentiate themselves in the market and improve their reputation and profitability.

 

Why choosing our contact center software?

Our omnichannel software solution is the perfect answer to improving your contact center’s customer service. With our tool you can integrate multiple communication channels, such as email, live chat, phone, social media and instant messaging. This allows you to respond quickly and effectively to user requests and issues. Thanks to our intelligent autoresponder functionality, you can reduce waiting time, improve customer satisfaction and increase the chances that they will buy again or recommend your company to others.

 

Unique features

  • Scripting: You can create and customize customer service scripts for your agents, ensuring that standards are met, so accurate and consistent information is provided on every call.
  • Response templates: Our software allows you to create predefined email response templates to provide an immediate response, reducing waiting time. This way you can guarantee a unified and fast service to enhance caller satisfaction.
  • Screen Pop-ups: Pop-ups are an effective tool to improve customer service, as they display all the necessary information about the person’s previous actions on the agent’s screen when they receive a call. In addition to saving valuable time searching for information, they provide a better experience for both the agent and the customer.
  • Self-service: EVOLUTION offers different self-service tools, such as Interactive Voice Response (IVR), that allow users to interact with the system without the need to talk to an agent, reducing their workload and improving their experience by providing self-help options.

Integration with multiple communication channels

In an increasingly connected world it’s important for companies to offer multiple communication channels. This not only provides greater convenience and flexibility for users but also helps companies reach a wider and more diverse audience. Integrating email, live chat, phone and social media into one system ensures a seamless and consistent customer service experience.

Omni-channel is not only important for customers but also has a significant impact on business efficiency and productivity. Having all communication channels in one place allows agents to respond more quickly and effectively to inquiries, reducing response time and increasing customer satisfaction. It also allows companies to gain better visibility and control of interactions. Data and information collected from different channels can be analyzed and used to improve strategy and adapt it to customer needs and preferences.

 

Maximize your contact center results with evolution

Provide exceptional service to each and every customer using our software EVOLUTION. Our intuitive features allow agents to focus on creating a memorable experience and forget about complex systems.

  • Improved customer satisfaction:

Resolving user issues in the first contact is one of the most significant challenges for contact centers. With scripting tools and templates that enable your team to respond as one, you can increase First Contact Resolution, which improves customer satisfaction while reducing the time and costs associated with subsequent contacts.

In addition, the user-friendly ICR Evolution’s solution frees up agent’s time, allowing customers to receive comprehensive and personalized advice, reducing the need for them to call back with further questions.

  • Increased sales and customer loyalty:

EVOLUTION can help you not only to solve problems but also to multiply sales and customer loyalty. With the integration of multiple communication channels, agents can provide personalized and effective service through the channels that customers prefer, creating a better customer experience and thereby increasing the likelihood of sales and loyalty.

  • Enhanced productivity for your customer service team:

The integration of automation tools and process optimization enables your agents to work more efficiently and effectively, improving their job satisfaction and reducing the risk of burnout.

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