Business Solutions

Customer Relationship Management / CRM

• Manage all your customer contact information in one place
• Track and respond to conversations happening over email, phone, live chat and social media
• Segment your customers into meaningful groups
• Get a complete picture of your customers by integrating your sales data and custom business data

Shared Inboxes

• Everything you need to keep your team inboxes organized
• Snooze conversations that can’t be acted on immediately
• Organize and categorize conversations using labels
• Automate business workflows using rules
• Separate concerns using live folders
• Collaborate with your team using private notes and assignment

Live Chat

• Install the Enchant Messenger on your website
• Communicate in real time with to your website visitors via our platform
• Chat transcripts are saved and searchable
• Follow up on live chats even when your customer has left your site

Customer Support Communications

• All your customer support requests organized inside Enchant shared inboxes
• Categorize requests using labels
• Separate your support queues using live folders
• Respond faster using canned responses, rules and macros
• Reduce support requests by building an integrated knowledge base
• Provide real time support using integrated live chat
• Get a guage on the effectiveness of your team using integrated satisfaction ratings
• Give your team context by integrating your customer data and sales data

Sales Communications

• Organize sales conversations in Enchant shared inboxes
• Setup your sales pipelines using labels & live folders
• Use rules to automatically assign conversations to the appropriate sales representative
• Use private notes to collaborate with the team
• Use live chat to enable conversations between your website visitors and your sales team
• Integrate your business data into Enchant to ensure your sales team has the needed context

Marketing Communications

• Manage your targetted marketing communications via Enchant shared inboxes
• Automatically associate communications with their marketing campaign using inbox aliases and rules
• Integrate custom business data to provide context on customer segments

Social Media Communications

• Connect Enchant to your social media accounts
• Track mentions of you brand on twitter
• Convert mentions into conversations in Enchant inboxes
• Respond to social media conversations directly from Enchant

Segment and Analyze Your Customers

• Use communication history labels to automatically segment customers
• Using the reports, identify which customers are most active in segments
• Leverage customer segment data in customer support, sales and marketing operations

Managing Website Content

• Build a dedicated website that can be managed by your team (no IT needed)
• Create your content using our easy to use article builder
• Organize articles into categories and sections
• Customize the design and website address to match your brand
• Automatically adapts to work on all devices
• Fully hosted on our content distribution network

Customer Surveys

• Send surveys to your customers to understand the effectiveness of your team communications
• Collect and organize responses to get a better gauge on customer sentiment
• Identify conversations that need more care and should be escalated

Business Intelligence / Reporting

• Identify sources and purpose for all your customer communications
• Make better stafing decisions with analytics on communication volume trends
• Identify recurring problems that need to be assessed with analytics on communication categorization
• Drill downs provide details on specific conversations that impact metrics

Tracking Team Performance

• Track and analyze individual and group performance
• All key metrics like first response resolutions, response times, customer happiness are analyzed and calculated in real time
• Attribute customer sentiment information both to groups and to individual team members
• Identify strongest team members and those that need more training

Business Data Integration

• All the tools you need to easily bring custom business data into Enchant
• Connect your online store and bring real time sales data into Enchant
• Show custom customer context and sales data alongside all communications in real time
• Receive real time notifications of business activity happening in Enchant

Email Transmission and Management

• Complete inbound and outbound email transmission and management solution is included in Enchant shared inboxes
• Transmission and delivery of email messages to your customers
• Automatic management of deliverability concerns
• Custom DKIM signatures to ensure emails are fully authenticated to your domain
• Email spam detection and automatic filtering
• Full parsing of text and HTML emails, including attachments and inline images