Customer Experience

Customer Experience

Customer Experience

XOOI CX solution seamlessly integrates emails, WhatsApp, and all social media communications into a unified customer service ticket system, ensuring every customer query is efficiently managed and resolved.

Seamless Communication Integration
Emails, WhatsApp messages, direct messages (DMs), mentions, and comments from various social media platforms are automatically transformed into service tickets. This integration allows your customer service team to manage all customer interactions from a single, unified dashboard, eliminating the need to switch between different platforms.

Smart Auto-Replies
Our intelligent auto-reply system ensures that customers receive immediate responses to their inquiries. By leveraging advanced AI algorithms, the system can understand the context of the messages and provide accurate, helpful replies. This not only improves response times but also enhances customer satisfaction by providing quick resolutions to common queries.

Robust Reporting
Gain valuable insights into your customer service operations with our comprehensive reporting tools. Track key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores. Customizable reports allow you to analyze data in ways that are most relevant to your business, helping you identify areas for improvement and make informed decisions.

Workload Management
Efficiently manage your team's workload with our advanced workload management features. Automatically assign tickets to the right team members based on their expertise, availability, and current workload. Prioritize tickets to ensure that urgent issues are addressed promptly, and monitor real-time progress to ensure that service level agreements (SLAs) are met consistently.

WhatsApp Ordering
Simplify the ordering process for your customers with our WhatsApp ordering feature. Customers can place orders directly through WhatsApp, and these orders are automatically processed and tracked within the XOOI system. This convenient and familiar platform encourages more customer engagement and drives sales.

Social Media Monitoring
Stay on top of your brand's social media presence with our robust monitoring tools. Track mentions, comments, and direct messages across all major social media platforms. Our system categorizes and prioritizes these interactions, ensuring that your team can respond promptly and effectively to customer feedback, questions, and concerns.

Direct Messages, Mentions, and Comments
Never miss an important customer interaction with our direct message, mention, and comment tracking capabilities. Each interaction is converted into a service ticket, categorized, and assigned to the appropriate team member. This ensures that all customer feedback is addressed, fostering stronger relationships and improving overall customer satisfaction.

Service Level Agreements (SLAs)
Our system ensures that each ticket is assigned specific SLAs, guaranteeing timely and efficient resolution of customer issues. By setting clear expectations and deadlines, your team can prioritize tasks effectively, ensuring that no customer query goes unnoticed or unresolved.

The Customer Experience feature by XOOI is designed to streamline and enhance your customer service operations, providing a seamless and efficient approach to managing customer interactions. With our comprehensive suite of tools, you can ensure that every customer receives the attention and service they deserve, driving satisfaction and loyalty.