The customer communicates with the store through different channels. One of them is the contact centre: a customer can call or chat with an operator, and an employee enters data into the system and informs the customer.
Capabilities
Order information
The customer receives information about the order made by phone: its composition, method of receipt and payment, cost, location. All you need is to give your order or phone number.
Order management
The operator will change the quantity of goods or the order composition, payment and delivery method. Here, the employee will also be able to cancel the order at the customer’s request.
Customer data management
The operator makes changes in CRM: corrects contact details, adds important notes about the customer and other additional information.
Omnichannel
The information entered by the operator is added to the customer’s history — just as if the customer were communicating with the business independently through any channel.
Benefits
Customisable to your business processesOur goal is to provide a tool to serve your current business processes without reconfiguring them.
Built on a service architectureThe solution consists of several weakly connected services, each of which can be upgraded or replaced.
Vendor-independentOpen source code and free licence enable vendor-independence and development of IT competences within the company.
On-premise solutionDeployed on the customer’s own server hardware.
Where to begin implementation
Recruit a team or contact an integrator
Establish business requirements
Determine a clear MVP
Ensi solutions can be implemented independently or with an integrator. Specialists are provided with resources: documentation, repositories, basic functional requirements.
