Support Analytics & Reporting
Make informed adjustments to your support strategy
Highlight inefficiencies and reward great work with detailed support analytics. Easily manage your customer support team with efficient reporting.
Incident Management
Provide great customer support from a single location
Organise and address all customer calls and emails from the W2Cloud platform suite. Our customer support software helps you deliver exceptional customer experiences with incident ranking, operator response trees and detailed analytics. If an issue becomes too technical your designated customer success manager is here to help.
Custom Offers & Subscriptions
Turn complaints into compliments through points, discounts, and coupons
Create custom discounts to send to individuals, turning complaining customers into advocates. Enjoy the flexibility to customise the offer you send or configure structured problem resolution strategies and templates.
Query Categories
Categorise and rank queries according to urgency and operator delegation
Maintain a strong brand reputation by addressing urgent issues first. Prioritise and delegate queries for an organised and logical approach to customer support.
Support & Admin Settings for Operators
Improve efficiency, consistency and autonomy for your support team
Provide easily accessible example answers and scripts for your customer support workers. Ensuring a consistent tone of voice, clarity of communication and reducing human error. Prioritise script creation with support analytics data. Moreover, customise admin access levels for your support staff, allowing you to align staff authority with autonomy. View individual staff results and reward success with greater autonomy.
Website Live Chat Functionality
Address queries immediately, providing an exceptional customer experience
With live chat, you give customers a way to reach you at the exact moment that they have questions or problems they can't solve. Leading to higher satisfaction rates that fuel your sales.
