Live Chat and Inbound Email Management combined in one powerful solution

Bamboo Cricket combines the power of Live Chat with Inbound Email Management in an affordable and easy-to-use service offering.

• Communicate with customers in their preferred channel
• Improve customer satisfaction
• Increase revenues
• Reduce customer service costs
• Make your customer service representatives more productive

Bamboo Cricket provides live support from 8:00 AM to 8:00 PM EST.

Chat

Your customers are increasingly sophisticated in their expectations. They expect online chat to be part of your basic offering. Now, you can allow them to connect with customer support representatives via Live Chat directly from an email or your company website.

You can improve the online experience using live interaction with customer service representatives. Plus, you will reduce inbound call center costs with this valuable e-service component.

Features for CSRs

• Operator status controls allow agents to set their status to available or unavailable
• Real-time spell checker ensures a professional experience for your customers
• Typing indicator allows agents to see when a visitor is typing in the chat window
• Agents can transfer a chat to another representative for additional help
• Agents can export the chat transcript and send to customer
• Templates and pre-made messages speed communications and provide for a branded experience
• Co-browse empowers your representative to proactively work with the customer on your site as they view pages together
• Private messaging allows agent-to-agent chat

Features for Customer Service Management

• Customer chat history logged and tracked by visit so your agents can immediately refer to past communications
• Ticket management allows you to search by type and customer
• Missed call logs provide details on requests that were not handled
• Knowledgebase can be updated to allow your agents to handle common requests quickly
• Customized user permissions can be set to control access
• Reporting features allow you to evaluate representatives’ performance,identify trends and view daily, weekly and monthly activity

Email

Email is a core component of the marketing strategy for most companies today. Many marketers miss important customer interactions. Recipients do not always behave the way you would like them to act. Instead of using links provided they may:

• Reply with new contact information
• Reply with an unsubscribe request
• Reply with a question
• Set a filter to challenge emails from anyone not in their address book
• Or, include important information in their auto-responder messages

Bamboo Cricket Email Inbound Management provides powerful technology to sort and filter inbound emails quickly and efficiently. Up to 10,000 emails can be processed per month per user.

Benefits

Increased Customer Satisfaction

• Monitor & manage inbound email for corrective action
• 100% email response
• Immediate handling of customer service, unsubscribe requests and change of address
• CAN-SPAM compliance

Enhanced Client Retention & Acquisition

• Improved list management to increase retention and decrease attrition
• Enhanced SPAM handling & management
• Increased email delivery yields more response and sales

Cost Effective Email Response

• Savings in processing and operational expenses
• Improved accuracy and audit trail
• Effective scale up and down program as business dictates

Bamboo Cricket provides live support from 8:00 AM to 8:00 PM EST.