For customer services industry it is all about customer satisfaction and KPIs. Braango’s unified text and SMS/ MMS solution allows you to track and improve important KPIs including overall customer satisfaction, customer retention, customer response time, issue resolution time and more.
Braango is a complete engagement solution that allows businesses to maintain single unified number across multiple customer service representatives to send and receive customer calls and texts. With Braango, customer calls/texts are sent directly to rep’s cellphone, bypassing IVR, to ensure prompt reply, with CRM acting as repository for all conversations, text or voice. Braango’s supervisor mode allows supervisors to observe and interject a call if required and at the same time, PBX feature allows reps to transfer call to a specialist. Further, powerful reporting helps to track KPIs that businesses care about, identify strong performers and review call recordings for training purposes.