Directly
Directly is a customer service software that connects customers directly to experts within a company, providing fast and personalized support through chat and messaging. It aims to improve customer satisfaction by reducing wait times.
customer-service
live-chat
messaging
support
Directly: Customer Service Software
A platform that connects customers directly to experts within a company, offering fast and personalized support through chat and messaging to enhance customer satisfaction by reducing wait times.
What is Directly?
Directly is a customer service and support software designed to connect customers directly with experts and specialists within a company. It provides real-time communication through chat, messaging, and other digital channels to enable fast, personalized support.
Key features of Directly include:
- Routes customer inquiries directly to the best available expert using smart routing algorithms
- Provides cross-platform messaging via chat, SMS, social media, and other popular channels
- Enables experts to see full customer history and context for more personalized conversations
- Includes real-time monitoring and quality assurance capabilities for customer service managers
- Integrates with common business systems like CRM, ticketing, and analytics tools
The goal of Directly is to improve customer satisfaction and loyalty by reducing wait times, connecting customers with the right expert from the start, and facilitating more helpful, personalized conversations. This also reduces workload and overhead for other teams like tier 1 support. Directly markets itself as an easy way for businesses to provide white-glove customer service at scale.
Directly Features
Features
- Real-time chat and messaging with experts
- Personalized customer support
- Reduced wait times
- Customizable workflows and integrations
- Analytics and reporting
Pricing
- Subscription-Based
Pros
Improved customer satisfaction
Increased efficiency and productivity
Scalable and flexible platform
Streamlined customer service experience
Cons
Potential learning curve for users
Reliance on internet connectivity
Potential security and privacy concerns
Official Links
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