Multi-Channel

Kgb_ strives to continuously improve the services we offer. As business communications become more immediate and new channels present new options for customer contact, multi-channel support solutions become increasingly important. kgb_ brings to every engagement a preview of options to remove low-value communications from the expensive and time-consuming voice channel in the contact center.

Our multi-channel communications platform allows for self-service, off-line service and pro-active push service across all channels. All of our channel strategies are developed on a modular basis and each channel can be rolled out one by one or as a complete strategy from day one. Ultimately your customers can choose their preferred channel of communication and using kgb_ you can respond, seamlessly, via whichever method is selected.

Day to day communication management with kgb_ includes:

• Landline & Mobile Voice
• SMS/MMS Text Messaging
• E-Mail
• Web-Chat
• Social Media CRM
• Co-Browsing
• White Mail
• Fax

Our platform maintains a record of all interactions, regardless of channel and provides a 360-degree view of all exchanges associated with the customer. The system creates a unified customer history, letting both customer service agents and supervisors have access to transcripts of all sessions – voice, text, email, chat – for immediate, personalized response.

• TextCare brings to your customers an immediate, cost effective way to communicate, now.
• kgb_Contact caters to your customers to hear their voice via whichever social media, automated, or traditional channel they choose. kgb_Contact recognizes their identity, funnels their messages into a single profile, and directs them to a single agent station for one-to-one service and response.
• Social Media CRM gives you a voice where your customers spend the most time. Respond, react and relate to their concerns quickly and completely using kgb_ tools and teams as an extension of your own.

kgb_ will help you stay in touch with your customers regardless of their locations, languages spoken or chosen communication channel.