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[24]7 Assist - Review
Rating: 9 out of 10
IncentivizedUse Cases and Deployment Scope
[24]7 Assist has changed the way our agents handle chat & multiple messaging channel customer interactions. It is AI-powered & integrates without existing CRM. It has considerably improved customer satisfaction & ticket resolution. The average handling time per customer has gone down by 30% which in return has reduced operating costs.
Pros
- It supports chat & multiple messaging channel interactions from a single terminal
- Native & Custom integrations enable embedding widgets into the existing CRM systems
Cons
- The User Interface can be improved & made to look much more contemporary & next-gen
- Implementation can be made more simpler
- Training & Troubleshooting knowledge transfer can be improved
Likelihood to Recommend
It is well suited to companies who have large numbers of Inbound-Outbound call traffic. And where the number of agents handling such calls is very large (>10,000). For companies having less call traffic, this solution won't be cost-effective. Also, it is appropriate for companies looking to improve their CSAT score.