Smart Channeling for an Effortless Customer Journey_
Seamlessly Transfer Customers to the most Effective Path
We seamlessly transition your customers to the most effective channel
Based on your digital engagement strategy — including customer profile, inquiry, and context — Nanorep can promote a variety of human-enabled channels.
Your digital engagement strategy determines with which channels your customers can interact , and at what point they should be transferred to an alternate channel.
Knowing how to build a great engagement strategy also means understanding which channels work best for which scenario. Deploying the correct strategy requires understanding the advantages of each channel and having the tools to push that strategy forward.
Our Smart Channeling capabilities seamlessly route your customers through the most effective path for a faster resolution. The solution is channel-agnostic and easily integrates with existing service programs while allowing brands to define, implement, and measure a digital engagement strategy that best suits their goals.
to the Right Channel
Understanding the values and strengths of each channel in your organization is essential to creating a top-level customer journey. Smart Channeling allows you to define the most appropriate escalated service options for each specific issue, giving you the control necessary to establish the ultimate digital experience for your consumers.
With Nanorep, channeling is done continuously across all relevant channels to make sure the journey remains intact with consistency and integrity of information. Based on the customers’ query and profile, customers are guided to new paths of engagement assigned to the right agent, one with the right skill set for the client’s specific needs, for service either via phone, message, email or a different warranted channel.