One case across all channels, so nobody has to explain their enquiry twice.
In our systems, we handle phone, email, live chat and messaging as one case per enquiry. If we work in your system, we set this up according to its capabilities.
This is how your omnichannel customer service is built.
Define the channels
We clarify with you which channels we take over and during which service hours. The basis is your enquiries and your volume per channel.
Choose the system
We work with our own technology or in your system. Some clients require the latter; in that case we follow the system’s capabilities.
Work across channels
An enquiry that starts by email and continues on the phone remains one case in our systems. Documentation is consistent, whichever channel the contact came through.
One shared case saves follow-up questions and duplicate work.
For us, omnichannel does not just mean several channels, but one shared status per enquiry.
Phone
Inbound, outbound and callbacks, documented in the agreed system. Outbound only with a legal basis under § 7 UWG.
Audited against the standards that matter here.
Certificates of aLIVE Support S.R.L., issued by ISOTRANS, valid until 06.09.2027.
This goes well with it.
Questions about omnichannel customer service.
Question not listed? We reply within one working day.
In our systems, all contacts about an enquiry come together in one case, regardless of the channel. Whoever handles the next contact sees the previous communication. This avoids repeated questions and contradictory information.
No. We use our own technology and agree with you how data flows back into your systems. If you require it, we work in your system; how far one shared case is possible there depends on its functions.
Inbound and outbound phone, email, live chat, messaging services such as WhatsApp, Facebook and Instagram, and back office tasks. You can commission individual channels or your entire customer service.
We decide that with you when setting up the project. Our teams have 10 to 20 people and are trained and signed off for each channel. What matters is that everyone works with the same knowledge.
