Deliver highly personalized service by using EngageBay's Call Center CRM
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Engagebay takes customer interaction to a whole new level with the Telephony feature as a part of its Call Center CRM Software. Make and receive calls with a single click without even leaving the system by integrating with third parties. Adding call notes will help you keep track of past conversations you had with your clients. Engagebay also lets you record important calls so that you don't miss out on the much needed information from your customers. Maximize efficiency and effectiveness of customer support by integrating with applications such as Twilio, SIP, Exotel, etc.
Call notes from your reps hold valuable information such as key requirements, competitors in evaluation and more. Notes taken while on a call are automatically added to the interaction history of the customer who called, allowing reps to go back and reference key points from the call. This feature is yet another integral part of the best call centre software for small business.
Use EngageBay’s Call Broadcast feature to automate the process of dialing numbers. Unlike manual dialing, it auto-dials the phone numbers of a selected list of contacts on behalf of the agents. This automated dialing system eliminates the various call constraints such as misdialing, excessive wait times and call drops, etc. EngageBay Call Broadcast is widely used across many call centers as this significantly increases agent productivity.
The EngageBay support ticket system lets you create a new support ticket each time someone calls for support. The Service Bay acts as a shared inbox for all your customers’ questions and concerns. Track every customer interaction in one place so your support agents can provide a great customer experience each time. A support ticket system allows support teams to streamline customer communications in a single ticket, all within an organized workflow. This leads to quicker resolution of individual support requests.
One call center might work for different online merchants, telemarketing companies, computer product help desks, etc. To avoid confusion and to redirect calls to the right help desk, one can create groups depending on skill, issue, product, department, etc. and organize agents in different ways, such as areas of expertise location, or departments. Create groups for sales queries, technical issues or billing related support, etc. and automatically direct incoming support calls from customers to that corresponding support group.