Business Solutions
Molds to fit your business needs
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
Other Solutions