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, Twitter, 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 organized 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 it was the time he called etc.. Then a filtering system of custom tags allows OXON admin to create new contact lists. After that admin personalized 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?
Oxon Interpret the content of messages and route to best skilled agent and offer a complete view of all previous email threads and all other channel interactions. So you can organize, assign, queue, and prioritize email inquiries.
Web-based email management software enables remote and easy administration. Receive, parse, route, and efficiently respond to high volume of customer emails, web forms, SMS, white letters, and faxes using an integrated solution.
Automated service processes for the email channel, such as auto-replies, auto-suggestions, and auto-acknowledgements improve productivity. Ability to send auto-responses and recommend responses to agents.
Intelligent parsing of the content of all inbound email queries. Provides fast, prepared responses to commonly asked questions, reducing the number of agent inquiries.
Increases agent productivity by providing access to standard response templates and access to the knowledge base.
Social Media Monitoring
Monitor your Facebook and Twitter accounts and customer communication.
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.
Analyzes incoming inquiries and sends automated, accurate replies with links to relevant answers in the knowledge base. The result: first-touch resolution before an inquiry ever enters the agent queue.
Standard Response Library
Empowers agents with the right answers, delivering consistency no matter what channels. Helps agents respond to new or unique issues by automatically suggesting possible answers based on the content of each customer inquiry.
Notifies managers and triggers follow-up to help meet response commitments or provide special handling of priority customers.
Intelligent routing according to business rules
Efficiently manages incoming e-mail and Web form flow by automatically assigning inquiries to appropriate agents based on content, time, customer type, and even emotional level.
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.
First Time Resolution increase.
Auto suggested solutions increases chance of first time resolution.
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.
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
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
“If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.”Jeff BezosAmazon, Inc
“Each business is a victim of Digital Darwinism, the evolution of consumer behavior when society and technology evolve faster than the ability to exploit it.”Brian SolisAltimeter Group
“The biggest risk is not taking any risk ... In a world that is changing really quickly, the only strategy that is guaranteed to fail is not taking risks.”Mark ZuckerbergFacebook, Inc
“Innovation needs to be part of your culture. Customers are transforming faster than we are, and if we don’t catch up, we’re in trouble.”Ian SchaferDeep Focus
“How can you squander even one more day not taking advantage of the greatest shifts of our generation? How dare you settle for less when the world has made it so easy for you to be remarkable?”Seth Godin