Be an expert at every

Omnichannel Customer Engagement Solutions

Allow customers to connect through the platform of their choice

24*7 Support to all communication channels from a

single platform

Etech’s Omnichannel solutions unify different channels of communication into a single, combined solution to ensure that your customers receive a fast, consistent interaction with your brand. Go beyond traditional call center operations and leverage social media platforms, email, text messaging, live chat and self-service options, all collaborated and seamlessly integrated through a single interface. As your trusted outsourcing partner, Etech responds to your customers on their preferred platform and continues the conversation from where it was left off the last time, regardless of the channel.

OUR SUITE OF OMNICHANNEL CX SUPPORT

REDUCE YOUR CUSTOMER’S EFFORT AND FRUSTRATION AND AVOID REPEATING THEIR ISSUES TO MULTIPLE REPRESENTATIVES.

Integrating all engagement channels onto one common platform, Etech ensures that relevant data from each interaction can be instantly accessed on a user-friendly platform. By collecting this data in one place, frontline team members can serve your customers consistently, providing them with a personalized asynchronous experience in a timely manner. Etech avoids the frustration customers face when having to start from the beginning with each interaction and provides more opportunities to up-sell or cross-sell.

CUSTOMER & SERVICE SATISFACTION SURVEY

INTEGRATED EMAIL MANAGEMENT WITH TICKET TRACKING

Manage entire email support communications from a single dashboard. Get access to customer support history, understand perception about your brand, and gain insights into the entire customer journey and lifecycle.

SUBSCRIPTION RENEWAL SERVICES

24/7 INTEGRATED PHONE SUPPORT

Create an integrated phone strategy to resolve common customer concerns through IVR, thereby letting the agents focus on more strategic customer support issues. Integrating chatbot and live chat with phone support provides visibility of the entire issue or escalation in one unified thread.

FOLLOW UP SERVICES

LEVERAGE SMART AI CHATBOT FOR INCREASED OPERATIONAL EFFICIENCY

Resolve common customer concerns with Smart AI Chatbot and allow agents to focus on more strategic conversations. Add or edit canned responses for the bots as required to ensure responses from your chatbot stay relevant and fresh to support customer concerns.

UPSELLING/CROSS SELLING SERVICES

DELIVER THE ASYNCHRONOUS LIVE MESSAGING EXPERIENCE

Streamline your chat communications across websites, social media handles, and iOS applications with asynchronous chats and respond from a single window. With contact details linked to each customer’s profile, details of past conversations are available at your fingertips. Easily escalate support issues from messaging to voice via click to call whenever required.

ORGANIZATIONS TRUST ETECH FOR OMNICHANNEL CX SUPPORT

Etech Global Services provides 24*7*365 support. No matter where your customers live, they can contact your business at the most convenient time for them in any time zone. With the integrated technology infrastructure and completely redundant environment which includes full back-up and recovery, you can be confident to support your customers without interruption. We’re highly trusted by our clients because of our:

24/7/365 Support

PCI-DSS Compliant

20+ Years of Experience

Integrated Technology Infrastructure

Integrated Technology Infrastructure

Proven Results

CASE STUDY

Get Access To Customer Experience Insights

HOW ETECH’S INTERACTION ANALYSIS HELPED CUSTOMER IN CALL REDUCTION, ENHANCE CUSTOMER SATISFACTION AND INCREASE IN OVERALL EFFICIENCY?

Identifying and improving what your customers love & hate about your brand is critical to driving amazing customer service experience as well as overall business success. To overcome competition, the brand was seeking a partner to identify insights from customer interactions. The Etech Insights team analyzed the interactions & determined the key drives responsible for customer effort, frustration, positive and negative customer sentiment. Going beyond, our team also recommended call flow examples and best practices to drive overall customer satisfaction.

Industry: Retail | Service: Quality Monitoring & Analytics

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