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.
Traffic light colour-coding lets you know how much time is left to answer a question.
Snooze the conversation and it automatically lands back in your inbox at the right time, later.
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.
The design of the widget blends seamlessly into the design of your store.
Text, design, service hours, transcripts and more can be customised per web-store.
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.
Easily collaborate with your colleagues in, for example, first and second line support.
Need to involve an external supplier? Their reply will also land in your collaboration window.
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.
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.
Shopper and operational KPI dashboards, including pre-set targets for speed, effectivity and more.
Custom-built Tableau data-views that give deeper insight into workload, service and sales performance.
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.