Be where your customers are: A very high percentage of today’s customers are digital natives. These customers engage with your brand over a multitude of social media platforms, review sites, emails, messaging services, etc. Billions and billions of online interactions take place every single day. This calls for a robust, flexible, scalable, and unified omnichannel response management platform, and AiPlex Bridge is just that. Proactively engage and respond to your customers on the platforms that they choose to use and at the time they choose to engage; all this at scale from a simple, unified console.

Customers engage in conversations about your brand, products, services, or competitors on 25+ digital platforms, and they expect you to listen to them and respond fast. This is a paradigm shift from traditional customer service, i.e., the customer is at the heart of every conversation, the brand or the product is not.

A customer might raise an issue on Twitter, go ahead and escalate it on LinkedIn, or move onto your YouTube channel and post a comment. While the customer does all this, he or she expects from you a seamless, unified experience. A unified customer experience management tool like AiPlex Bridge will collate all these engagements in a single console, assign them to a specific agent, and ensure that the customer’s expectations are met. Steers clear of robotic or generic responses. Leverage contextual customer information such as who they are and historic and cross-platform data on engagement to create a 360-degree view of customer needs and personalize your interactions with them. AiPlex Bridge identifies top influencers, opinion makers, and premium, high-value customers to help you customize your responses.

Facebook, Twitter, LinkedIn, Instagram, Pinterest, WhatsApp, Email, Live chat, Google My Business, Amazon, Flipkart, Snap Deal, Review Websites, HR platforms, Complaint boards, Industry forums, blogs, Play Store, App Store, and much more.

Automated process management. When a customer mentions your brand and raises a concern or query on social media or any online platform, the tool takes over; the mention is analysed, categorized, a ticket generated, and mapped to a specific team and agent. AiPlex Bridge can also be integrated with over 15+ CRM tools that your brand might be using, including Freshdesk, Zendesk, Salesforce, LeadSquared, etc. The tickets can also be tracked through different stages of resolution. Once your CRM team resolves or responds to the specific concern or query, you will be able to close the loop with the customer in the online space. All this is seamlessly done within the tool.

All that you need and more. Collate all brand mentions across 25+ digital platforms, analyse them, bucketize them, create a synchronized workflow, assign them to specialist agents, define KPIs and TATs, address customer issues, and build everlasting relationships.

Scale your operations with minimal resources using workflow automation, chatbots, and intuitively scripted canned responses based on contextual customer identification and information. Improve TAT, agent productivity, and response quality.

With AiPlex Bridge, you will need fewer agents, achieve a faster turnaround time, and deliver efficient customer service. This single-window customer response management platform will drastically reduce your customer service costs.