Customer support solutions
Žemėlapis

Many organizations these days are facing the challenge in identifying the most convenient and effective customer support solution, with customers getting in touch by email, then messaging them on social media, before finally deciding to give a call. Crucially, the customer expects the company to be aware of all previous communications, the issues they were encountering, and the solutions proposed. The last thing they want is to tell their story from start to finish.

Our customer support solutions will allow your customers to call you on the phone, email you, chat with you online, send you an SMS, and reach you on Facebook, Twitter, or other social media channels.

Given the realities of today’s world, we will enable you to select only those communication channels that are relevant to you and use them either together or separately, giving your company’s personnel the opportunity to respond to and manage all types of queries not only from their office but also while working remotely (e.g. from home).

We would like to note that all of our solutions are in full compliance with GDPR requirements as stated in the EU Regulation 2016/679.

Customer support solutions
The omnichannel customer service system integrates multiple communication channels within a single system and allows businesses to serve their customers in a centralized manner.
Phone calls
Phone calls"
Live chats and social media
Live chats and social media"
Email
Email"
SMS
SMS"
API Integration
API Integration"
WebGUI
WebGUI"
IVR
IVR"
Conversation script writing and management
Conversation script writing and management "
Automatic dialer
Automatic dialer"
Real-time statistics window
Real-time statistics window"
Phone calls
Phone calls
Live chats and social media
Live chats and social media
SMS
SMS
Email













API Integration
API Integration
WebGUI
WebGUI













Conversation script writing and management
Conversation script writing and management
Automatic dialer
Automatic dialer
Real-time statistics window
Real-time statistics window
IVR
IVR


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Phone calls

All standard functions of customer service by phone, relevant to our clients:

  • Grouping customer service agents by qualifications and field of service;
  • Sorting calls according to rules and strategies;
  • Manual and automatic recording of calls;
  • Downloading, listening, and assessing quality of recorded calls;
  • Analysis of call statistics in the form of adapted or standard reports;
  • Customer service agent status in real time;
  • Setting your working hours;
  • Pre-recorded voicemail messages;
  • Adding and managing users.

Other relevant functions of customer service by phone:

  • Call servicing via your preferred equipment (computer phone, IP phone on your desk, mobile device, or mobile app);
  • Listening in on live calls or advising customer service agents without the customer hearing you do so;
  • Blind, assigned, or warm call transfers.

Live chats and social media

An integrated communication channel allowing to chat with clients in real time directly via your website or social media.

Relevant features:

  • Query sorting algorithms and rules;
  • Response templates for individuals and groups;
  • Query management and sorting into categories;
  • Stats and reports;
  • Ready-to-use integration with Viber, Facebook, Twitter, WhatsApp, Microsoft Teams, and Skype.

Email

A channel of communication allowing customer service via email and phone within a single system. Picking this solution enables you make use of the full functionality of the familiar email management tools.

Relevant features:

  • Email sorting algorithms and rules;
  • Email tracking in real time;
  • Sending emails via SMS;
  • Email response templates for individuals and groups;
  • Optional internal communication channel;
  • Email management and sorting into categories;
  • Stats and reports;
  • Integration with other TCG Telecom omnichannel customer service system modules;
  • Integration with external systems (CRM, Amazon LEX, Google TTS);
  • Automatic replies based on rules and templates.

SMS

A communication channel allowing to make use of the full capabilities of SMS messages for your customer service needs.

Relevant features:

  • Option of gathering all responses sent out to clients via SMS;
  • Management of outgoing SMS messages;
  • Phone number checks in operator databases prior to sending SMS messages;
  • Number format checks on the part of TCG Telecom prior to sending SMS messages
  • Sending emails via SMS;
  • Stats and reports.

API (application Programming Interface) integration                                  

The option of integrating all platforms managed by your organisation (e.g. CRM, ERP, BI…) is ensured with the help of an API (Application Programming Interface). We have prepared a thorough and comprehensive guide and documentation on how to do this.

If needed, we ensure an additional option of creating desired accounts.

So far, the following integrations have been implemented:

  • Social media and messaging apps: Facebook Messenger, Facebook Wall, Line, Microsoft Teams, Telegram, Twitter, Viber, and WhatsApp for Business;
  • Virtual assistant building tools: Amazon Lex and Google Dialogflow;
  • Customer relationship management systems: SalesForce, ServiceNow, SugarCRM, ZohoCRM, and Freshsales;
  • Task management systems: Desk.com, Microsoft Dynamics 365, Freshdesk, vTiger, and Zendesk.

WebGUI

WebGUI is a content management system and web application framework for multiple communication channels.

Relevant features:

  • All communication channels within a single environment;
  • Easy management with no prior training required;
  • Importing and managing contact details;
  • Full history of communications displayed in the same window;
  • A phone line internal to the programme and/or an external SIP phone.

IVR (Interactive Voice Response)

Interactive Voice Response (IVR) is a computerised telecommunications services that allows to manage incoming calls in an automated manner by way of topic (or menu) selection.

Relevant features:

  • Automated voice greetings based on working hours;
  • Automated customer sorting based on their phone number;
  • Customer identification based on the unique code they enter and their phone number, including selection and performance of personalised actions;
  • Call routing based on pre-selected topics;
  • Generating call stats and reports;
  • Callback requests;
  • Requests for information via email or SMS.

Conversation script writing and management

A tool that, in view of the conversation topic, customer profile, and the project, gives tips to customer service agents on possible questions and answers and formulates further tasks both during the actual conversation and after it.

Automatic dialer 

A system function making automated calls using pre-defined list of phone numbers, with a specified script followed in case of an answer. Several dialling strategies are available: Power Dialer, Progressive Dialer, and Predictive Dialer.

Real-time statistics window

A real-time statistics window tailored to the client’s specific needs that allows viewing the stats and performance of selected communication channels. The information contained in it can be integrated with other systems internal to the organization.