Boomtown

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Boomtown Reviews

My Opinion on Boomtown

written by grex on 2018-03-09 08:05:02

Overall

Ease of Use

Customer Service

Value For Money

Overall Opinion: Boomtown enables your support agents to work with your customers more effectively to resolve their issues. Your support agents have access to the collective knowledge that Boomtown has accumulated from a variety of types of business. Your agents can leverage existing, curated support content for the systems you support which has proven its value over time. You can enable your customers and agents to connect via a variety of communication channels, such as Instant Messaging-style chat, web chat, video or voice calls, SMS or email: Use the channel that best meets your customer's needs. All tickets go through the same workflow, regardless of the communication channel. And tickets can be routed based on an agent's experience level, skills and ratings to ensure that your customer is working with the person who can resolve their issue. Your agents have collaboration tools at their disposal to improve their ability to service your customer. The agent can work with other team members in chat rooms, or share tickets with others in your organization to provide a higher level of support. Your agents can even leverage bots via chat to help identify solutions. As a support manager, you gain more insight into the interactions between your customers and your support agents. Use machine learning to analyze your customer data and predict customer satisfaction. Develop data-based action plans to ensure that your organization is continually improving its ability to serve the customer.

Pros: Provide your agents with invaluable resources which greatly enhances their ability to satisfy your customers. New agents will quickly get up-to-speed through interacting with the available knowledge base. Software Development Kits (SDK) and Application Programming Interfaces (API) are available that allow you to integrate Boomtown with your existing support or ticketing system. Gain the benefit of the Boomtown Network without changing your current support system. Better serve your customers by improving your customer support. Empower your agents, reduce call volumes and improve response times.

Cons: Pricing was unavailable via the website. Focused on small businesses, restaurants and retail stores.

grex is using Boomtown every other week recently.

Features

• Multi-channel support
• SMS
• Ticket Management.
• Workflow automation.
• Insights and reporting.

Screenshots

Boomtown Videos

Comments

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