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 the last time, regardless of the channel.
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 go through when having to start from the beginning in each interaction and provides more opportunities to up-sell or cross-sell.
Deliver the asynchronous Live Messaging experience
Leverage Smart AI Chatbot for increased Operational efficiency
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.
Integrated Email Management with Ticket tracking
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
Proven
Results
Case Study
Etech Global Services enhances overall customer experience for major wireless network provider.
A good inbound call program is essential to retain customers and enhance or protect the company reputation. It is imperative to provide the proper tools, training and follow up coaching to enable agents to succeed in supporting the company’s customer service objectives. Our leading telecommunication client, a Fortune 500 Company offering data and voice services to nearly 100 million customers around the globe, was facing difficulties with these few aspects of their inbound call program. Etech was tasked with Improving the company’s Service Levels and Reducing Average Handle Time (AHT) while maintaining a superior customer experience.Industry: Telecom | Service: Inbound Customer Service