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Braango For Service And Support

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.

“Customer experience quality could result in a swing of $184 million for a large Internet retailer”

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.

Customers Like Texting Businesses

Delight customers by giving them freedom to connect with you through the mode of their choice, quicker response rates and seamless multi channel experience

Customers Prefer Text

64%

64% consumers with texting capability prefer to use texting over voice.

Positive Perception

77%

77% consumers with texting capability aged 18-34 are likely to have a positive perception of a company that offers text capability.

Hate Wait Time

80%

80% consumers  agree that it is frustrating to be tied to a phone or computer to wait for customer service help.

Companies Acknowledge

79%

79% of companies believe customers want SMS/text support.

Braango Support And Service Benefits

“Customers expect email response in 1 hour, when businesses take 15 hours on average”

“Only 5% call centers surveyed by SQM group are at the FCR rating of 80% or higher”

“14-15% customers won’t even call for customer service because of the long wait and response time (Harris Poll)”

“89% of customers get frustrated because they need to repeat their issues to multiple representatives(Accenture)”

Companies focused on providing a superior experience across customer journeys realized a 10-15% increase in revenue and a 20% increase in customer satisfaction. (McKinsey)

“Customers who gave high “people” rating were 9x more likely to be engaged wrt benchmark while customer who felt “speedy” service were just 6x more likely to be engaged. (Groovehq)”

“Agent training and monitoring can improve FCR rate by as much as 80%

Braango
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Unified customer engagement platform for inbound and outbound communications
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