Welcome to the ROBIN Program
A Conversation Console complete with your own data warehouse and BI dashboards — plus datadriven Coaching that helps you improve SLAs, work more efficiently, and sell more, too.
Down below is a run-through of some of the Console’s key features, plus a little insight into data-driven Coaching. If you’d like to know more, just reach out. We’re happy to help.
All conversations in one inbox
All customer questions, from all channels, routed to the right rep via a Team Inbox. See the status of all conversations. Keep rep workflows clean and manageable with a combination of smart routing and snoozing.
Safeguard response times
Traffic light colour-coding lets you know how much time is left to answer a question.
No cluttered inboxes
Snooze the conversation and it automatically lands back in your inbox at the right time, later.
360° Customer profile
Your Console displays the relevant customer and eCommerce data, right next to the customer’s question — regardless of the channel the customer used.
Multi-store front-end widget
ROBIN’s front-end conversation widget dynamically switches between e-mail and live chat. It can be customised for different top-level domains, brands, languages, people and more.
Custom branding
The design of the widget blends seamlessly into the design of your store.
Advanced customisation
Text, design, service hours, transcripts and more can be customised per web-store.
Collaborate
Great customer service is not a one-man job. Right next to the shopper conversation is the ROBIN dialogue window for both internal and external collaboration.
Internal Collaboration
Easily collaborate with your colleagues in, for example, first and second line support.
External Collaboration
Need to involve an external supplier? Their reply will also land in your collaboration window.
Sell more
Real-time pre-sales conversations generate sales and reduce after-service questions. ROBIN online sales capabilities include co-browsing, proactive messaging, tracking shopper behavior, rewarding reps with win messages, and more.
Data-driven coaching
Once a month, your coach will help you review performance and offer actionable advice to improve results. Data is drawn from your own data warehouse, structured by web-store, channel, rep and more.
The ROBIN KPI Framework
Shopper and operational KPI dashboards, including pre-set targets for speed, effectivity and more.
Business Intelligence data-views
Custom-built Tableau data-views that give deeper insight into workload, service and sales performance.
Request a demo
Are you in eCommerce B2C, B2B or D2C? You’ll find the ROBIN Conversation Console is the most comprehensive product in the market. There’s lots more to show and tell.
