phemium

The web customer service solution for your online sales channel

Phemium for Web Customer Services is an interactive teleconsultation solution made for any company with online presence. With Phemium, travel agencies, banks, insurance companies, online stores can manage their online relation between their sales team and the clients in Internet (web, minisites or emailing).

A comprehensive communication channel with customers

 Phemium for Web Customer Services allows a full communication from your website:

• Audio or video call in one click, 100% web based or with a simultaneous phone call from the agent (click-to-call).
• Interactivity during a call through chat, video and exchange of documents and customized forms.
• Possibility to schedule an appointment or send a message, when the service or the agents are not available.
• Access to a shared workspace between the agent and the client, to manage complex consultations or manage consultation tickets.

Improve the conversion ratio, increase the value of the shopping cart, amd reduce the dropout rate

Act proactively in the critical moments of the purchase decision upholding the decision, conveying confidence, providing a recommendation or simply solving a doubt. An immediate, interactive and personalized advice that substantially improves the online customer acquisition.

Improve customer satisfaction

The web customer satisfaction is higher if the customer service offers a personalized and immediate feedback, tailored to the needs of each client. The consultations follow-up is provided through access to a shared workspace between the agent and the customer, which reflects the history of the conversations, messages and documents exchanged.

Fully customizable user experience

Decide how you want to publish and deliver your services:

• Define the range of services, the availability of data and types of communication.
• Enable agents and design the rules for allocating queries.
• Create and customize, with your corporate image, the access buttons and the consultation area.
  

With Phemium Web Customer Support you can set up a customized user experience.

Integrate Phemium with your company in a very simple way

Phemium has been designed to easily adapt to existing tools in your business. You can create and feed databases or integrate your own clients’ database, easily, with your own resources through a set of Web services. For example, during a Phemium consultation you could display / modify your CRM client file, storing historical queries on it. Advanced integrations are possible, even in the part of communication with PBX, PBX or contact center.

Direct control of the entire activity through the Phemium administration portal

To optimize the web customer service, Phemium allows a complete and detailed monitoring of the entire activity: recording of consultations by service, access button and agent. It also reflects the quality of service offered by call statistics and customer satisfaction surveys and consultation recording (optional).