Features – Convo Customer Experience

Everything You Need to Elevate Customer Connections

ConvoCX Features

Explore the tools and capabilities that make ConvoCX your all-in-one solution for customer support and engagement. From unified messaging and smart automation to advanced analytics and secure integrations, ConvoCX brings every essential feature into one platform.

Communication Management

Unified Inbox

Manage all customer conversations from a single inbox. ConvoCX brings messages from email, live chat, SMS, and social media into one platform, so your team can respond quickly and efficiently without switching between apps.

Omnichannel Routing

Direct incoming messages based on user preferences or agent availability, ensuring efficient routing across channels and minimal customer wait times.

Multi-Channel Support

Reach your customers wherever they are. ConvoCX supports multiple channels, including Facebook, Instagram, WhatsApp, Email, Telegram and more, making staying connected easily across platforms.

Email & Social Media Templates

Save customizable email and social media templates for consistent messaging, allowing agents to respond quickly with branded and approved replies.

Live Chat Widget

Engage visitors in real-time with a customizable live chat widget for your website. The widget allows you to offer instant support, answer questions, and boost conversions by interacting directly with site visitors.

Customer Engagement & Retention

Customer Profiles & History

View complete customer profiles and interaction history, allowing agents to personalize support and understand customer needs instantly.

Feedback Collection & NPS Surveys

Collect feedback and measure customer loyalty with NPS (Net Promoter Score) surveys to gain insights on customer satisfaction and potential areas for improvement.

Customer Segmentation

Organize and segment customers based on demographics, behavior, or interaction history to tailor support efforts and better understand audience needs.

Automation & Workflow

Automated Message Routing

Automatically route incoming messages to the right team members based on keywords, customer history, or conversation priority, ensuring faster response times and a smoother workflow.

AI-Powered Chatbots

Use AI-driven chatbots to handle common customer inquiries, allowing for automated responses that reduce agent workloads while providing quick answers to customers.

Canned Responses

Save time with pre-written replies to commonly asked questions. Canned responses allow your team to handle inquiries quickly and maintain consistent communication.

Conversation Auto-Close

Set rules to automatically close inactive conversations after a set period, helping to keep your inbox organized and focused on active cases.

Custom Workflows

Set up custom workflows to automate repetitive tasks and streamline communication. From follow-ups to case closures, ConvoCX workflows help your team stay organized and efficient.

Team Collaboration

Internal Notes & Mentions

Improve teamwork by adding internal notes directly within conversations. Use @mentions to tag colleagues, assign conversations, and provide context without switching to another platform.

Skills-Based Assignment

Automatically route conversations to agents with the right expertise, ensuring customers receive help from the most knowledgeable team member.

Role-Based Access

Control who sees and manages customer data with role-based access. ConvoCX lets you set permissions for team members, ensuring data privacy and organized task allocation.

Conversation Auto-Close

Set rules to automatically close inactive conversations after a set period, helping to keep your inbox organized and focused on active cases.

Agent Collision Detection

Prevent multiple agents from responding to the same customer message simultaneously. This feature allows agents to see who’s currently viewing or handling a conversation to avoid duplicate responses.

Analytics & Reporting

Customer Satisfaction Tracking

Gauge customer satisfaction with post-conversation surveys and feedback tools. Track satisfaction metrics to monitor your team’s impact on customer experience over time.

First Response Time Tracking

Track the time it takes for agents to respond to a customer’s initial message, providing insights into response efficiency and customer wait times.

Comprehensive Reports

Access detailed reports on conversation trends, response times, and customer behavior. ConvoCX’s reports offer valuable insights that help you refine your strategies.

Agent Performance Metrics

Monitor individual agent productivity with metrics on response times, resolution rates, and customer satisfaction to identify top performers and areas for improvement.

Customizable Dashboards

Build dashboards tailored to your business needs, displaying key metrics and real-time data. ConvoCX’s customizable dashboards keep you informed and enable quick decision-making.

Integrations

CRM Integration

Integrate ConvoCX with popular CRM platforms to sync customer information and keep records updated. A connected CRM allows for seamless customer data management and personalized support.

Knowledge Base Integration

Integrate with your knowledge base system so agents can quickly access FAQs, product guides, and troubleshooting steps, allowing for faster and more accurate responses.

E-commerce Platforms

Connect with e-commerce tools to manage orders, track purchases, and assist customers with transactions directly from ConvoCX, ensuring smooth support for online businesses.

Help Desk & Ticketing Integration

Connect with popular help desk and ticketing systems to streamline issue tracking and resolution, linking communication directly to support tickets.

API Access

ConvoCX’s open API allows you to connect with other applications and customize the platform to fit your business operations, providing flexibility and adaptability.

Security & Privacy

GDPR Compliance

ConvoCX is GDPR-compliant, meaning it meets European data protection standards. This commitment to compliance helps your business operate securely and responsibly.

Access Controls

Control access with customizable permissions, allowing you to assign roles and limit data visibility based on team members’ responsibilities.

Two-Factor Authentication (2FA)

Enhance account security with 2FA, adding an extra layer of protection for agent and customer data by requiring a second authentication step upon login.