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Emails & Social Networks

Emails & Social Networks

Wave
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Facebook messenger
Communicate via facebook messenger through Oxon and enhance customer experience 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 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.

Avarage response time

100
minutes

Customer NPS score

9 /10
pts

Routing email time

0
minutes

Problem resolution

50
minutes
poferful-emailsscreen

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 help the customer more quickly 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 organised 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 waiting time.
One ticket = all web channels in one + all previous history= quicker issue’s resolution time.

Chat-Bot for Emails

Hundreds emails from customers everyday? 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 created technology enables to teach it more, adjusting chatbot for your industry needs.
For now ultimate chatbot is avaliable for emails, web-chats and social network chats. Calling chatbot will be launched soon.

Send thousands of personallized messages

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

Wave

Full list of Emails & Social Networks features

Automatic a ticket receiving an email
Tickets distribution
Ticket sorting by priorities, topics, tags, origin
Automatic customer greetings
Farewell after a ticket is closed
Automatic emails distribution to agents
Ability to assign tickets, according to skills
Mass email and SMS
E-mails queue management
E-mails templates
High-end customer database with filter
Outbound e-mails configuration and forwarding
E-mail history reports live on the dashboard panel
Automatic customer satisfaction survey after closing the ticket
Managers can comment letters and evaluate the agents work
Customer communication history
Fully integration with facebook
History of communication in one window
Social network data history reports live tracking on dashboard