Elly Yates-Roberts |
Adacta, a Microsoft Dynamics partner headquartered in Slovenia and with customers throughout the Central and Eastern Europe region, has partnered with software provider CafeX to bring the Live Assist for Dynamics 365 solution to its customers.
CafeX’s Live Assist for Dynamics 365 provides chat, co-browsing, bot integration and voice/video for in-app customer support on desktop and mobile.
Live Assist embeds real-time assistance into mobile apps and websites to help resolve customers’ issues. It enables agents in a call centre to text, chat, co-browse, remotely operate the browser and escalate to face-to-face video calls with customers that need support, before or after purchase.
Adacta believes the solution can help resolve customers’ issues faster and increase their loyalty with personalised omni-channel journeys.
“Effective customer service means delivering the right service experience to the right user at the right time,” said Blaž Strle, director of the CRM department at Adacta. “However, as new communication channels and touchpoints become available, the customer service technology ecosystem has grown more complex over time.”
“We see that our customers using Dynamics 365 solutions need simpler, more modern, automated, task-based user interfaces, such as the one offered by Live Assist. Instead of struggling with the technology and tools, agents with modern live assist tools have more time to focus on the customer's issues and delivering a differentiated service.”