Streamlining Customer Enquiries
As an existing Britannic customer we had already spent time getting to know Mercury’s business processes. We recognised how INBOX could add value and recommended the solution to help manage Mercury’s digital interactions by automating processes.
The INBOX solution is a SaaS application that is hosted in Google’s cloud therefore meeting data sovereignty and security requirements, this enables rapid deployment and seamless scaling. It processes digital interactions such as email, web chat, social media and WhatsApp messages presenting the agent with a single screen of all digital communications.
“We can now report on the different types of enquiries we are getting and have the functionality to enable self-serve for the customers. For example - we have created a ‘My Booking’ section on the website that enables customers to add the extras they want for their holiday themselves. This frees up our agents to focus on more complex enquiries,” says Neil.