Fortifi & Twilio: Stay Connected With Your Customers

We are pleased to announce our new and exciting integration with Twilio, designed to make customer support quick and efficient for our users. 

 Twilio gives their customers amazing capabilities in communication with prospects and customers so when it came to choosing who to partner with to create an exceptional experience for our customers, Twilio was the easy choice.

 Fortifi's integration with Twilio helps businesses, be them small or large, to easily accept and make calls directly from Fortifi. 


For Agents: Handle Calls With Ease

Twilio opens up a whole new world of communications for our users. 

The Fortifi and Twilio integration allows you to answer calls from wherever you are in Fortifi. Agents will see instant customer information when a call is received and whilst in your call, you can then continue to use all of Fortifi, reducing disruption and giving you complete access when needed.

Clicking on the customer call will link you through to the customer account page, giving you complete access to their details and history, making getting up to speed on a customer's preferences a seamless process.

If a new, unrecognised number comes through, you can easily search and save to an existing account, so this call can be recognised in the future. 

For businesses that handle secure data, you can set up verification questions so that you are sure you are speaking to the correct person at the other end of call.





You can now not only view your support tickets and live chat interactions with a particular contact, their call history is now logged alongside, giving you a complete overview of your interactions (below). Not only does this make it easier for your staff to view past communications when required, it also empowers your staff to provide a superior customer experience, with all the data they need in one place. 

Additionally, you can record calls, set greetings and route to calls to the right departments and agents to make running your customer support experience the best it can be. 





For Managers: Reporting and KPI Monitoring

Fortifi's dashboard allows you to get full overview of your support team and valuable data required to evaluate performance including:
  • Agent Availability 
  • Missed / Answered  Calls 
  • Waiting Calls
  • Average Wait Time and Longest Wait Time
Gather your reporting in one, user-friendly dashboard to quickly monitor your calls and track your KPI's with ease.

Whether you are looking to power a multi-national call centre, or just keep in touch with your closest customers and track your communications, Fortifi and Twilio make it easy. You can simply sign up for a phone number anywhere in the world with Twilio, to get you started in minutes. 






Interested in taking your customer support to the next level and streamlining your communications? Head over to our website and sign up today. 
-----------------------------------------------------------

If you like this post and want to see more new content from us, follow us on Twitter @fortificloud, like us on Facebook @fortifcloud or follow us on LinkedIn @Fortifi.

About Us: 

Fortifi gives you the power to manage all elements of your business like never before.

Streamline your business and take unprecedented control over your sales, marketing, billing and support, allowing you more time to focus on the more important things. Build stronger relationships, create better customer experiences and work together as one team with Fortifi.

Comments

Post a Comment

Popular posts from this blog

6 Customer Service Events to Attend in 2019

Image
Even in the digital world, face-to-face events are still going strong in 2019. In fact, with the online world being forced into almost every aspect of our lives, we see people of today craving that human interaction with both people and businesses. Getting connected with people in your industry can get you far, as they say - "it's not  what  you know, it's who  you  know". Attending events allows you to network with hundreds, if not thousands, of other like-minded people who could be of great help to you in the future. Whether you are looking to attend or exhibit at any events this year, we have picked out some of our favourites coming up this year that you should check out if you want to expand your customer service strategy in 2019: Call Centre and Customer Services Summit Bringing call center and customer service buyers together in one place for a two-day summit, the Call Centre and Customer Services Summit allows visitors and exhibitors valuable one-t...
Keep reading

The Importance of Building an Exceptional Online Experience in The Digital World

Image
For this article, we sat down with Pete Heslop, Managing Director of Steadfast Collective , to chat about the importance of building a memorable online experience and how companies of all sizes can digitise their business for today's audiences. Emily: If people head over to your social media channels or website, they will see that you use the term 'smart creative' a lot. What do you mean be a 'smart creative'? Pete:  A smart creative is a term coined by Google's Eric Schmidt and he defined a smart creative as someone who doesn't chase compensation and they want to a do a lot more than what they are already doing. So a smart creative could be someone in marketing, it could be a developer, or it could be a designer, it could be anyone, even if they are not in the creative field. There are 3 elements to it. 1. They have the technical ability and they understand what they are doing. 2. They are really driven , they really care about the results and...
Keep reading