I’ve mentioned several times in this blog how crucial it is for companies to provide their staff with the right tech stack (support systems) to perform their tasks in the best way possible.
So, which are these? Well, it varies. A company often has a general need, but beyond that, there are department-specific needs – a whole bunch of different needs, actually.
The cool thing about lynes is that our app can be tailored to multiple departments and their unique requirements.
In this post, we’ll focus on 4 unique features that make lynes one of the best choices for telephony and collaboration in customer service and support organizations.=
1. Follow-up on Calls
In a perfect world, missed calls wouldn’t exist. But reality often begs to differ, and unfortunately, missed calls are a common occurrence. To capitalize on these, we’ve developed the ability to follow up on missed calls with the option to mark the call as followed-up and leave a comment for colleagues to see what was discussed.
2. Shared Inbox with Transcription
There are various reasons to have a voicemail active on an answer group. Some of our clients use it as an overflow when queue times get too long, as a default to take orders, or as an after-hours option. A major advantage of our voicemail is that you can also activate transcription on the messages, which means an AI ‘listens’ to the call, writes down everything said, and summarizes it into a shorter message.
Time saving? You know it!
3. Call Logs with Recordings
It might seem obvious that all calls are logged, but how they are logged can vary. In lynes, all calls are logged, and anyone with the right permissions can easily search using selected filters. To boost efficiency, any call recordings also end up in the log, making it easy for customer service reps to share the log with other departments, like sales, to follow up on identified business opportunities with the customer.
.png)
4. Switch to Conference During Ongoing Call
There’s a lot of talk about First Call Resolution (FCR) in customer service, and to increase it, we’ve developed the ability to switch an ongoing call with an external party to a video conference. This has led to a higher FCR for us and many of our clients, as it becomes easy to start screen sharing to visualize an ongoing issue.
Want to Know More About How lynes Can Help You?
These 4 unique features are not all we have going on, we offer a wide variety of smart features that will help you reach your goals.
Want to learn more about lynes and see how we can streamline your customer service? Don’t hesitate to contact us!
