Iâve mentioned it more than once here on the blog â companies need to give their employees the right technical tools (system support) to do their jobs in the best possible way.
But what does âthe right toolsâ actually mean?
Well⊠it depends.
Every company has general needs, but each department usually has its own specific ones too â meaning a whole mix of different requirements.
Thatâs where lynes comes in.
Our app can be customized for various teams and workflows â both for internal communication and external collaboration.
In this post, weâll focus on four unique features that make lynes one of the best choices for customer service and support organizations when it comes to telephony and teamwork.
Letâs dive in!
1. Follow-up on Missed Calls
In a perfect world, missed calls wouldnât exist.
But reality looks a little different â and missed calls are part of everyday life for most support teams.
To help you make the most of them, we built a feature that lets you follow up on missed calls, mark them as completed, and leave comments so your colleagues can see whatâs been done or discussed.
Following up on missed calls is one of the simplest ways to increase customer satisfaction.
2. Shared Inbox with Transcription
There are many reasons to have voicemail active for a response group.
Some use it as overflow when queues get long. Others use it by default for receiving orders, or as an after-hours option.
The big advantage with lynes?
You can activate AI transcription on voicemails.
That means an AI âlistensâ to the message, writes down everything thatâs said, and even creates a short summary of the content.
This saves tons of time â users no longer need to listen to messages repeatedly. Instead, they can quickly read the summary of an order, inquiry, or issue and act right away.
3. Call Logs with Recordings
Sure, call logging is a given â but how those logs are handled can make all the difference.
In lynes, every call is logged, and users with the right permissions can easily filter and search through them.
Recordings are automatically attached to the log, making it easy for customer service agents to share the call with other departments â for example, forwarding it to sales to follow up on a potential business opportunity.
4. Switch to Conference During a Call
First Call Resolution (FCR) is a big deal in customer service â and to help improve it, we developed a feature that lets you switch any ongoing call with an external contact into a video conference with one click.
This makes it easy to start screen sharing to visualize the customerâs issue, which leads to faster resolutions and higher FCR scores for many of our customers (and ourselves).
Want to Learn More About lynes?
Curious how lynes can help your customer service team work smarter?
Donât hesitate to reach out â weâd love to show you how we can make your communication and workflows more efficient!
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