About K2C Social Agent
- Manage your Social Media strands and inbound emails
- Works with Twitter, Facebook and all online community postings
- All in one easy to access dynamic interface - and all in one place
- Acts as a comprehensive Live Ticketing System
K2C Social Agent provides full multichannel support with Social Media, email and smart ticketing integration all brought together into one console in one place. Every Social Media posting, Tweet and community/forum comment is delivered in real time and archived according to parameters set by the company itself. K2C Social Agent can work as a stand alone product or fully integrated with our other solutions such as Klick2Chat and Klick2Call-Back.
Social Media – Facebook and Twitter
K2C Social Agent is fully integrated into Facebook and Twitter and to surprise their customers with lightning-speed customer service on social media. Ticket and responses by agents are automatically posted back in real time.
It also allows a company to archive the Facebook and Twitter communication as tickets. It enables the company to categorize and search their posts, Tweets and comments made by their customers. An unlimited number of profiles and wall pages can be managed all in one place.
K2C Social Agent monitors Twitter and tracks brand mentions and keywords, matching the company’s filters and turns them into agent tickets. Then agents can answer or retweet them directly from their help desk – all in one place in one consol
Knowledge Base Portal
The K2C Social Agent Knowledge Base Portal reduces customer support costs and workload, and improves overall customer satisfaction by leveraging the power of a Knowledge Base. Customers can find answers to their problems even when the company’s support is offline or overloaded with other issues. It is fully indexed with a ‘Google’ style search index for efficient relevance to keyword searches.
Editable search widgets can be created and integrated wherever the customer wishes within their website. They can see views and responses to these widgets to determine how effective they are.
Customers can be offered, if certain criteria are met, a chat with an agent while on the portal.
K2C Social Agent plugs into a customer’s inbound e-mails and automatically creates tickets, which agents can respond to in real time from one single interface.
A company need never worry about missing out on an e-mail from their customers again. Every e-mail is automatically made into a ticket that is assigned to the correct department, and then to the support agent. Customizable pre-set canned responses can be used where appropriate. Multiple e-mail addresses can be added, routing can be set and filtering rules added to streamline their support process and everything is searchable at any time.
Multiple e-mail addresses can be added, routing can be set and filtering rules added to streamline their support process and everything is searchable at any time.
The Service offers a range of features
- Call Back - The ultimate personal contact. Increase sales and improve your customer care in one go. Pay only when you connect to a customer with a per minute price.
- Chat - With a click of a button your customers can chat in real time and your agents can handle multiple chats at one time so it’s efficient and effective.
- Social Media - With K2C Social Agent every Tweet, Facebook posting or community and forum comment becomes a live chat multichannel into one channel in real time.
- Increased Efficiency - K2C will make the most of your existing traffic and utilise your agents in the most effective way possible.
- Inbound E-Mail - K2C Email plugs into a customer’s inbound e-mails and automatically creates tickets, which agents can respond to in real time from one single interface.
- After Service Surveys - Want to know what your customers think of K2C or your company? Ask them! At the end of each chat or call a quick, optional survey will tell you what you want to know with all results available in real time
- Library of Responses - By automating some of your most used responses and by having a standard and personalised greeting and goodbye your agents will be more personal, efficient, and effective.
- History and logs - Every chat or call back is stored within 15 seconds in your back office for later use. Every conversation can be viewed, the results analysed and changes to your operations made as a result.
- Social web monitoring - K2C Listening monitors the Social Web for all mentions made about and to your company. It monitors and evaluates all Social Media, news sites , blogs and RSS feeds in 160 languages in real time.
- Comprehensive Reporting - Your back office - available 24 hours a day - has reports on and details of every communication received as well as the ability to monitor key metrics like time to respond and length of call/chat.
- Push URL and Co-browse - Want to show a customer a specific page? Push them the URL. Want to look at the screen with them? Use the co-browse to increase your chances of selling. Available in chat and call back.
- Multi-Language Capability - K2C currently operates in 15 languages - and there is no restriction on which languages can be introduced as K2C allows Western, Cyrillic and Oriental alphabets to be integrated easily.
- Dynamic Agent Availability - Set the availability of your agents and the number of chats or calls they can take and never have to worry about the service being offered when no-one is available.
- Tailored Icons - We have a bank of icons for static, sidebar and intuitive use which you can change to suit your colour and look and feel - or you can design your own and we will wrap our code around them.