Contact Center > Online Contact > Overview
※ The service name of Online Contact has been changed to Contiple. For the latest, updated user guides, please refer to the Contiple homepage.
Online Contact is an integrated consultation solution that can generate and process customer inquiries from various channels as tickets and helps provide the best customer service through issue management and collaboration tools to increase work efficiency.
You can check the new Online Contact Guide by changing the language to Korean. We will also provide the English version as soon as possible.
Service Features
- Inquiries from various channels such as help center, chat, call, and SNS are managed through tickets, enabling integrated management of customer inquiries.
- If additional confirmation is required during the response of the inquiry, the transfer of tickets to the issue management service will enable accurate and prompt handling of the inquiry.
- Depending on the customer's business situation, various AI technologies such as STT(Speech to Text), TTS(Text to Speech), and chatbot can be combined to further improve service quality and efficiency.
Key Features
Online Contact consists of a consultation management function that directly checks and processes customer inquiries received through various channels, and an issue management function that allows you to collaborate by transferring tickets to other organizations to resolve inquiries.
Consultation Management
| Key Features | Description |
| Ticket | Inquiries from various channels such as help center, call, chat, and SNS can be processed by integrating into tickets |
| Specify agent groups to distribute and process inquiries based on specific conditions | |
| 유형별 필드 구성에 따른 VOC 분석 및 비즈니스 활용 가능 | |
| 고객사별 서비스 정책에 따른 다양한 기능 제공(보안정책, 템플릿, 공지 기능 등) | |
| 헬프센터 | 서비스 고객센터 페이지 제공 |
| 클릭 한 번으로 1:1 문의 접수 및 공지사항, FAQ 페이지 구성 | |
| 서비스 UI에 맞춘 페이지 설계 또는 API를 통한 기능 연동 가능 | |
| 전화 | 고객 정보 API 연동 시 상담에 필요한 고객 정보 조회 가능 |
| 녹취 데이터를 활용한 상담 품질 향상 / Assist 지원 | |
| 다양한 통계 및 모니터링 서비스 | |
| 채팅 | 웹 / 앱에 위젯을 추가하여 실시간 채팅 상담 서비스 제공 |
| 채팅 후 티켓으로 전환 가능하며 이슈관리 등 고객 관리 확장 가능 | |
| 상담톡 연동 및 만족도 평가 제공 |
Issue Management
