Customer Support Communications Software
Why customer support teams love using Enchant
- Centralize Omnichannel Communications: Enchant help desk’s unified email inbox makes it easy to prioritize customer service requests across all channels including live chat, messaging apps and Social Media.
- Improve Operational Efficiency: Automation tools allow support teams to respond more quickly, leading to increased customer satisfaction and higher customer loyalty.
- Better Quality Service: Enchant help desk provides a place where teams can easily collaborate and share information to provide high quality service.
- Gain Business Insights: Enchant’s built-in reports allow customer support teams to track customer service KPIs, detect trends and measure their performance.
- Provide 24/7 Self-Help: By utilizing an integrated knowledge base tool with drag n drop builder, customer service teams can quickly provide customers with the answers they need and drastically reduce wait times without needing a web master.
How do customer support teams use Enchant
With Enchant, emails, live chats, text messages (SMS, WhatsApp) and social media messages (Facebook, Instagram and Twitter), all come to a central hub. You’ll have all the tools needed to collaborate effectively and keep the team moving swiftly.
Universal Inbox
- Capture all your customer communications inside Enchant shared inboxes.
- Customize live folders based on responsibility, priority or type of request.
Organize with Labels
- Organize and categorize tickets with labels to prioritize requests.
- Combine labels with rules and smart folders to get more done in less time.
Save time with canned responses
- Build up a library of readymade emails for various steps in your procedures and workflows.
- Share the canned responses with your team.
Live Customer Context
- Recent conversations, across channels, at your fingertips.
- Give your team context by integrating your custom data right beside the conversation
Workflow Automation: Rules & Macros
- Replace repetitive tasks with single click macros.
- ... or use rules to have the system take actions for you automatically.
Live chat on your website
- Provide real time support using integrated live chat while customers are on your website
- Embed your knowledge base within the chat widget helping customers solve problems instantly
Integrated Self-Service
- Reduce support requests by building an integrated knowledge base
- Your support team can create and manage articles using drag-n-drop builder. No web master needed.
- Make your customers feel at home with website interface available in 20+ languages
Built-in Satisfaction Ratings
Get a guage on the effectiveness of your team using integrated satisfaction ratings
Common Questions
For incoming email: We'll provide you with a forwarding address (eg: abc-123@enchant.com) for every team email address that will be managed by Enchant. You would need to setup your email system to automatically forward incoming email to the provided forwarded address.
For outgoing email: We'll provide you DNS entries that need to be put in place to allow us to send email on your domain's behalf. Alternatively, you can provide us SMTP details of your email systems and we can send email through those systems.
For text messaging, phone calls and social channels, please see the integrations page for more details.
For website setup, please see the knowledge base page for more details.
Enchant costs $15 USD / user / month. Here, a user is someone on your team that needs to login to Enchant.
Yes, Enchant has a no-credit-card required 30-day free trial.
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