Key Features of Selmo Inbound Software for Support Teams
Now that you know what inbound software can do, and how it can optimize your call center, let’s take a look at some specific features of Selmo software
Selmo inbound software fully integrates with industry-leading CRMs, allowing your agents to gain valuable insights about customers before even picking up the phone. With our software, you’ll get quick access to ready-to-use integrations, making it easy to connect the CRM tools you already use every day, from Microsoft Teams and Salesforce to Google Workspace. Using CRM software with inbound call center software allows you to customize your solution as needed, as an all-in-one platform.
With our real-time analytics, your center can get insights into many business and operational KPIs. Our software gives you details about conversation activity, the level of service, customer sentiment, and much more. Set up a preferred frequency for reporting, and export the results as a spreadsheet. Keep an eye on the insights and get a snapshot of individual and team performance.
Use those analytics to determine which agents need to be trained in certain areas. Is the first call resolution rate too low? Are waiting times too long? Pinpoint the inefficient areas of your inbound call center and make changes accordingly. Besides viewing reports, you can also gain insights through our call recording feature. Managers can also check on efficiency in real-time by listening in on calls.
Selmo inbound software helps provide the best possible customer experience. Our intelligent routing algorithms take into account preferred agents, skills, and customer personas. Use our software to avoid common mistakes. By following a logical, rules-based path, our routing system prevents an overloaded system, and callers won’t end up in a permanent loop.
Call Center Analytics
Our self-service IVR feature lets callers get quick answers to common questions, with no need to wait to speak to an agent. For instance, you can set up answers to queries about your business hours and order statuses. IVRs also go well with auto call-backs: customers can request to be called back when an agent is available, rather than waiting on the line.
Interactive Voice Response (IVR)
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