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The Saysimple Smart Routing Module ensures that incoming conversations are automatically directed to the right employee or department. This saves time, increases efficiency, and provides a personalized experience for every customer.
Customers are assisted directly by the right person, without unnecessary transfers.
Employees spend less time forwarding conversations.
Customers experience more personal and professional interactions.
SMART ROUTING TRIGGERS
Contact information and contact labels: automatically route conversations based on customer type, previous interactions, or labels linked to the contact.
Keyword recognition: conversations containing specific words or topics are directly routed to the appropriate department or employee.
Opening hours: consider team or employee availability, ensuring conversations are only assigned during working hours.
Template response (WhatsApp only): automatically trigger routing when a customer replies to a specific sent WhatsApp template message.
SMART ROUTING ACTIONS
Assign to a team: conversations are directed straight to the appropriate team.
Assign to an employee within a team: the system automatically selects the most suitable available employee within a team.
Assign to a specific employee: conversations can be routed directly to a designated employee.
Assign tags: automatically add tags to conversations to simplify follow-up and reporting.
Assign labels: label conversations for internal organization or categorization.
+500 brands already use Saysimple to improve omni-channel customer communities at scale.
Thanks to WhatsApp Call Deflection at Severs Breeman, we saved more than 10 hours of phone time in the first month, and usage is increasing weekly.
You set yourself apart by being available outside of office hours. And that's what we stand for. We don't want to handle customers functionally, but to personally surprise them. That is possible thanks to Saysimple.
By connecting the Saysimple API to our CRM, we have fully automated our communication per project and now automatically send 14 WhatsApp template messages at the right times based on our planning, improving our efficiency.
Saysimple’s standout feature for Datamars is targeted WhatsApp campaigns. A recent promotion cleared slow-moving stock with impressive results. Reece notes: "We sent a message to 400 people and saw a 300% ROI over the weekend."
Via the IDAS integration in the Saysimple platform, we immediately know which customer belongs to which department. This way, we can direct inquiries to the right colleague, retrieve car details, and assist customers more efficiently remotely.
