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    Woman using Vocoll live support

    Digital channels improve customer service

    Driving over 1.7m digital interactions (and counting), our digital interaction platform is helping customer services deliver efficient, comfortable and personal tenant support…

    • Access on any device
    • Live Support
    • Connected Teams
    • AI-driven Knowledge Bot
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      Cross Keys Homes Logo

    Vocoll has proved to be a fantastic, easy to use and reliable system, enabling our Customer Service Advisors to deal with multiple conversations at the same time...

    —Katie Taylor, Communications & Marketing Manager, Cross Keys Homes

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    First Garden Cities Homes Logo

    Per interaction, we receive better value for money by using Vocoll.

    —Jon Thurlow, Resident involvement Officer, First Garden Cities Homes

Vocoll Live Support

Boost responsiveness Empower your customers - Enhance your reputation

Put the collective intelligence of your organisation at your customers’ fingertips and deliver great customer service to your residents and stakeholders, at a time and pace that suits them.

Provide targeted, context-based advice and services through URL tracking, geolocation and in-built Google Translate.

Enable fast and proven communication through highly-secure document and image exchange, as well as inline video rendering.

Deliver great customer service

Seamless digital interaction All the tools your service agents need to work smarter

Empower your staff to be as productive as they need to be.

Multiple call handling, with industry-standard active Acceptance, Resolution, and Closure (ARC) processes.

Templated answers enable your staff to provide effortless advice that is on brand but with a personal touch.

Be in when you're out. Use Vocoll's AI-Driven Knowledge Bot as the first line of support.

Find out how Vocoll can help your organisation

Vocoll Interaction Features

Headline features for digital interaction

Streams

Streams

Give your teams the ability to handle multiple chat streams at once.

Groups

Groups

Create groups of people and set privacy to keep communications secure.

Teams

Teams

Create and customise as many teams as you require.

Media library

Media library

Share rich media from a secure shared library. Add to your library simply by dragging and dropping images onto your Live Interactions.

Omni-device

Omni-device

Any device, anywhere. Your visitors and teams are mobile, so your Live Interactions should too. Accessible on desktop, tablet or smartphone—and omni-device synchronisation means conversations are never lost.

Security & privacy

Security & privacy

Conversations are securely encrypted with the same security protocol as online banks—and all data is stored within the UK.

Reports

Reports

Create reports on how your teams and staff are doing. View stats on timeouts, abandoned calls, resolutions, closure times, closed interactions, interactions by category and more.

Categories

Categories

Create and set categories for calls so that you can understand what people are calling for in reports. Re-organise mid-call, or at the end if required.

Attract more customers

Digital by design Attract more customers with great reputation management

Attract greater talent by being a trusted brand with a great reputation.

Digital capabilities that improve your customer’s experience, improve loyalty, and enhance your reputation.

All the tools your service agents need to work smarter. Empower your staff to be as productive as they need to be.

Find out how Vocoll can help your organisation

Multiple call handling

Multiple call handling Make the most of your resources through simultaneous interactions

Multiple call handling, with industry-standard active Acceptance, Resolution, and Closure (ARC) processes.

Templated yet customisable answers enable your staff to provide effortless advice on brand, with a personal flavour.

'Be in when you’re out.' Use Vocoll’s Knowledge Bot, integrated with the built-in Knowledge Base, as the AI-first line of support.

 

AI-driven Knowledge Bot Features

Headline features of our AI-driven Knowledge Bot

Always on

Always on

Knowledge Bot will auto-activate when outside of available hours or if no one is available, making sure service users can always get what they need. If they can't, then it sends a callback request and log to the team to pick up when they are next available.

Forwarding

Forwarding

If Knowledge Bot can't answer the question, it will either send the call to a support agent or send a callback request to the support team.

Intelligent response

Intelligent response

When a customer asks a question the Knowledge Bot retrieves the relevant answers. If those are not quite right, it will deliver new answers and will never repeat itself. It learns which answers are the best and uses those.

Interject

Interject

If a support officer comes online when Knowledge Bot is responding, they can interject and take over to provide 1-2-1 support.

Case Study Regenda Group & Howard Cottage

Regenda Group and Howard Cottage (as of April 1st 2020, now First Garden Cities Homes) both have multiple websites and a customer portal provided by VerseOne Group.

Vocoll has delivered a direct and intuitive channel between each organisation's front-line teams and their customers, leading to faster responses and happier tenants.

In this video testimonial, both organisations outline just how valuable Vocoll has been in improving their customer service.

 

Let us show you how Vocoll can help you work smarter

Vocoll is a modular, integrated suite of applications that can make your teams more productive and provide your customers with even better service—for one simple price.

Just answer a couple of questions below, to identify the areas where you would like help, so that we can tailor the right Vocoll package for you.

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