Emails & Social Networks

Email & Social Networks

Wave
, Emails & Social Networks
Facebook messenger
Communicate via Facebook Messenger through Oxon and enhance customer experience by sharing the client information from Oxon database.
Ticketing system
In customer service, a ticketing system or support ticket system takes incoming customer requests for support and automatically generates a customer service ticket.
Shared Inbox
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.
Collect data
A support ticket system also enables the collection of data that 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.

Average response time

100
minutes

Customer NPS score

9 /10
pts

Routing email time

0
minutes

Problem resolution

50
minutes
, Emails & Social Networks

Shared Inbox for all your Customers

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. Such ticket management is much easier for the agent to quickly help the customer solve the issue to their satisfaction.
Wave

100 problems – 1 ticket

A support ticket system is built for email-support agents to put customer communications in a single ticket, all within an organized workflow.
If the same customer reaches out again, the support agent will automatically have access to important information about this customer: last requested support, what the issue was, issue’s resolution and even their waiting time.
One ticket = all web channels in one + all previous history = quicker issue resolution time

Chat-Bot for Email

Do you have to deal with hundreds of customer emails every day? Want to give an immediate answer to your customers’ simple questions? Stop loading agents with this work, because a chatbot can do this. We created a chatbot based on neural networks that can recognize speech/texts and provide answers to a wide range of questions. Moreover, we created technology that enables us to teach it more, adjusting the chatbot for your industry needs.
For now, ultimate chatbot is available for emails, web-chats and social network chats. A calling chatbot will be launched soon.
For now ultimate chatbot is avaliable for emails, web-chats and social network chats. Calling chatbot will be launched soon.

Send thousands of personalized messages

In the new era of overcrowded media, the best marketing messages are very personal. That’s why OXON created a personalized marketing tool. How does it work?
OXON communication system collects all the information about a customer from different communication channels: what products he bought, what issues he opened support tickets for, what time he called, etc. Then a filtering system of custom tags allows OXON to sort contact lists and use them for mailing campaigns.

Wave

Full list of Email & Social Network features

Automatically generate a ticket when and email is received
Ticket distribution
Ticket sorting by priority, topic, tag, origin
Automatic customer greeting
Automatic goodbye after a ticket is closed
Automatic email distribution to agents
Ability to assign tickets according to skills
Mass email and SMS
E-mail queue management
E-mail templates
High-end customer database with filter
Outbound e-mail configuration and forwarding
E-mail history reports live on the dashboard panel
Automatic customer satisfaction survey after closing the ticket
Managers can comment and evaluate the agents work
Customer communication history
Full integration with Facebook
History of communication in one window
Social network data history reports live tracking on dashboard