Altocloud using the context of the customer journey can make proactive offers of customer care assistance to the most important customer situations based on who the customer is, what they are looking for and whether they appear to be stuck.
For customer service Reps, Altocloud’s contextual communication software chooses the best Rep and shows them the customer journey. The process is much more productive than waiting for customers to make disjointed phones calls where you have to start again with their entire online context lost.
"As the customer care manager at Smyths Toys my role is about keeping the customer happy. We have a large volume of traffic to the website and a high number customer tickets daily. Since using Altocloud we have improved efficiency of the team and are solving customer issues more quickly. We are also suggesting better alternatives for discontinued products. The most important benefit is our new ability to engage customers who would have previously left our website without a sale"
Customer Care Manager, Smyths Toys.