Emails & Social Networks Support

Integrate Facebook or Twitter and get new tickets whenever a customer types.
When your customer contacts you via social channels, you get all the information about your customer and his past activity from Oxon CRM.

Shared Inbox for all your Customers

In customer service, a ticketing system or support ticket system takes incoming customer requests for support and automatically generates a customer service ticket.

Oxon is a ticketing system that acts as a shared inbox for all your customers’ questions and concerns. This way, no matter what channel the customer uses to contact the company—email, chat, Facebook, etc.-— the support agent is always provided with a consistent ticket, making ticket management much easier for the agent to help the customer more quickly solve the issue to their satisfaction.

Allow support teams to streamline customer communications in a single ticket

A support ticket system is intelligently built for email support agents to put customer communications in a single ticket, all within an organised workflow. This leads to a quicker resolution times. And if the same customer reaches out again, the support agent will automatically have access to important information about that customer, including when they last requested support, what the issue was, how it was resolved, and even how long the customer had to wait for a resolution.

A support ticket system also enables the collection of data which can be used to improve a company’s support team as a whole. The reason for this is a support ticket system allows for an issue tracking system, which gives visibility into the big picture of a support team. So if a specific issue is constantly being raised by multiple customers, the support team can be made aware of the issue and take actions like bug tracking the problem for engineers or providing an efficient self-service solution with help desk software.

 

Personal marketing – Send thousands of emails or text messages to your selected leads.

In the new era of overcrowded media the best marketing messages are very personal.

That’s why we at OXON created personal marketing tool. It works like this: OXON communication system collects all the information about the customer from different communication channels, for example – what products he bought, for what reasons he opened support tickets, when he called etc.. Then a filtering system of custom tags allows OXON admin to create new contact lists. After that admin personalize emails and text messages for mass sending, he sends them specially for filtered contact lists.

Connect Customer Journeys across a multitude of channels

Why choose us?

Email management

Web-based email management software enables remote and easy administration. Receive, parse and efficiently respond to high volume of customer emails, web forms, SMS, white letters using an integrated solution.

Auto-acknowledgement

Automated service processes for the email channel, such as auto-replies and auto-acknowledgements improve productivity. Ability to send auto-responses and recommended responses for agents.

Intelligent auto-response

Intelligent parsing of the content of all inbound email queries. Provides fast, prepared responses to commonly asked questions, reducing the number of agent inquiries.

Agent response

Increases agent productivity by providing access to standard response templates and access to the knowledge base.

Social Media Engagement

Interact with your customers on social media with a seamless cross-channel customer experience.

Facebook messenger chat

Fully supported Facebook messenger chat to interact with your customers and share files.

Escalation rules

Notifies managers and triggers follow-up to help meet response commitments or provide special handling of priority customers.

Single Integrated Knowledge Base

Access knowledge base and increase agents support speed and efficiency

Unified Customer Interaction Record

Increase customer satisfaction and save processing time by providing agents with customer information and interaction history, across channels, available to email customer service agents, enabling informed interactions without losing context.

Social Media Monitoring

Monitor your Facebook and Twitter accounts and customer communication.

The Benefits of OXON Contact Centre

Agents activity time tracking

Activity time tracking lets you track time spent by each Agent supporting customers and thereby gain a deeper visibility on the overall agents activity performance. Create your own agents’ time tracking functions like lunch break, smoke break, after call work etc…

A Timeline of Customer Interaction

A Timeline of Customer Interaction History on Agent UI shows the important historical data of agent interaction, including a call record, emails sent and other communication history from different channels. See a customer’s sales history within the company or a customer’s past interaction with support. This allows your agents to know everything about the customer and enhance your customer experience.

Custom fields

You can add custom fields to contact details and increase communication efficiency by increasing information about the contact.

The value for your Business:

 

  • A 360-degree view of the customer
  • All employees know previous communication made with the customer
  • Omni-channel capabilities
  • Improves agent productivity and guide them through complex cases
  • Eliminates time-consuming application switching
  • Helps increase first caler resolution and improves customer satisfaction
  • Ensures quality and compliance measures are achieved
  • Reduces average handling times
  • Achieve faster response, delivery and resolution times
  • Reduces training agent times
  • Reduces costs of software investment
  • Boost employee productivity & workforce management
  • Customer satisfaction management
  • improve sales performance

Our Solutions

All in one communications system to effectively manage your existing clients and acquire new ones, together with the most efficient workforce and business management tools.

Work with us

Send us a message and we will give you a call back! Arrange a demo review, or ask any questions that come to mind!