Leadster call center is a tool for handling incoming calls. Has a built-in virtual VoIP telephone exchange, dynamic, editable IVR, queues with callback function and customer identification with contact history.
Customer identification in CRM
When a customer who is in our CRM calls you, the system will recognize him. It will show the consultant the customer card with the entire history of the contact (calls, emails, chat and messages). The consultant will be able to conduct a personalized conversation:
„Good morning, Mr. Smith, it’s nice to hear you again.”
It really works! It reduces the distance between the company and the customer and builds relationships.
Calls’ assessment and recording
Recording calls is standard today. To this standard in the call center system, we add an assessment of calls, which will facilitate their analysis.
With call recording, you will assess the level of service and consultants’ skills. The functionality is also great for training purposes.
IVR – direct the client according to his needs
The client will hear simple and friendly messages, eg: „To connect with the sales department, select 1” and will tone the selection of the department. The system then transfers the call to the selected department. You can create an IVR tree without the help of the IT department.
Thulium voice menu has simple and advanced rules of call distribution. Advanced rules have elements of automation. Here are some examples:
Customers with a specific service package can reach us outside working hours,
Authorization with a PIN number and reading information from the customer’s card (e.g. order status).
A missed call is a loss for your business. There are functions in Thulium that remind consultants to contact clients who could not wait for an interview. Callbacks shift the burden of contact from the customer to the company.
The client immediately knows how long to wait for the consultant. He will not be disconnected even if all consultants are busy. You can use this time to present him with the latest promotions or other important information.
From your point of view, the client will always get through to the right person. Underneath, it is guarded by advanced mechanisms and complex algorithms. You just use the user-friendly interface and enjoy the great customer service.
Create unique customer experiences with programmable messaging, voice, and more.
All startups and agile enterprises can create best-in-class communication solutions on a big scale with Leadster.cc. Our global platform together with communication channels and support help you to answer all your questions and provide customer experience as soon as possible.
Flexible communication solution for teammates on all channels.
Leadster.cc provides phone calls, SMS, team messages, social, meeting and much more, giving also a unified experience with outstanding quality service.
Give your sales and service teams what they need for smooth and exceptional conversations.
It’s easy to see how Leadster as a reliable contact center ensures all-around experience in sales and service. You will notice that at your teams’ satisfaction and productivity level. Your controlled costs. Your customers’ assignment. Your integrated CRM and many more.
Use customers’ data in Salesforce to speed your routing to the best agents based on the cases, leads, accounts, and contact information. Give your agents the possibility to have more personalized calls that will bring you better results.
Keep track of every moment in your contact center. Your customizable dashboards can show you all data you need in real-time which provides quick access to information available right in Salesforce. Get a deeper understanding of results and your team trends using more than 20 pre-built reports or customize and create your own unique views.
You can use make sure that your VIP clients will be served with even better care by triggering Lighting Flow in Salesforce from any action in Leadster.cc
Discover the new face of telecommunications services and use the potential of the Internet. You can handle multiple calls simultaneously. With the sip trunk service you can direct all incoming calls – to one dedicated number.
Leadster.cc allows you to connect the client with the agent who previously dealt with his requests. Thanks to this, you increase the chance of faster and efficient resolution of the client’s case
Automate repetitive, manual tasks between Leadster.cc and Salesforce to increase the productivity and efficiency of your agents
Two-way continuous synchronization ensures that data between Leadster.cc and Salesforce is always consistent
With Customer View, your agents will always have access to all customer information directly from Salesforce
Identify trends and optimize customer service with customizable historical reports and dashboards