FAQs

A business orchestration tool like Britannic's INBOX, is a software application that helps streamline and automate complex workflows or processes. It allows users to define, manage, and execute various tasks, activities, or operations in a coordinated manner. This should not be confused with a Marketing Email Orchestration Tool which marketers use to create outbound campaigns.

INBOX's email orchestration element specifically refers to the automation and management of inbound emails and digital communications. Email orchestration offers several benefits for businesses:

• It saves time and effort by automating repetitive tasks, such as sending welcome emails, follow-ups, or abandoned cart reminders.
  
  
• It helps maintain consistent and timely communication with customers, ensuring they receive relevant content at the right moments.
  
  
• By segmenting the audience and sending personalised emails based on their behavior or preferences, email orchestration increases engagement, conversion rates, and customer satisfaction.

Overall, a business orchestration tool empowers businesses to effectively manage and optimise their customer journey, allowing customers to self-serve, improve first contact resolution and handle customer queries without human intervention.

Speak to us about INBOX

INBOX is a powerful tool that enables businesses to automate and optimise their customer service efforts. By leveraging email automation, companies can create and send targeted messages to customers based on their specific needs and preferences drastically saving business resource and improving overall customer service.

INBOX allows businesses to send automated responses to customer inquiries and requests. When a customer reaches out for support or assistance, an automated email can be triggered, acknowledging their message and providing initial information or a confirmation of receipt. This immediate response helps set customer expectations and assures them that their query is being attended to.

Secondly, INBOX enables businesses to send personalised and relevant content to customers at various stages of their journey. By segmenting customer data and utiliisng automated email workflows, businesses can send targeted messages based on specific triggers or actions taken by customers. For example, if a customer is asking for an order update or submits a simple enquiry such as 'When are my bins being taken out?" This personalised approach makes customers feel valued and fosters a stronger connection with the brand but also customers satisfaction comes mainly from the prompt and correct response/answer.

INBOX's email automation elements can also be used proactively; by setting up automated email campaigns, businesses can send follow-up emails to check customer satisfaction after a purchase or enquire about their experience with a particular product or service. This proactive communication demonstrates care and attentiveness, leading to increased customer satisfaction and loyalty.

Managed IT and communications services involve outsourcing the management of your IT infrastructure and communication systems to a third-party provider. This includes tasks such as maintenance, monitoring, optimisation, security, and support, allowing your business to focus on core activities.

Managed Services can improve efficiency, reduce costs, enhance security, provide scalability, offer expert support, and ensure proactive maintenance. These benefits help your business operate more smoothly and focus on growth and innovation.

• One click from chat to voice to video meetings
• Company-wide team messaging
• HD video conferencing with screen sharing
• Integration with CRM & business applications

Includes X2 capabilities plus:

• Unlimited global calling for UC across 47 countries
• Supervisor & service quality analytics
• Streamline call handling with Switchboard Pro
• Call quality reporting

All X4 capabilities plus:

• Voice-focused contact centre
• One click subject matter expert access
• Customer engagement analytics
• Customisable wallboards & dashboards

X6 features plus:

• Social media
• Chat, email & SMS
• Co-browsing capabilities

Includes all X7 feature plus:

• Integrate voice, email, webchat and social media
• Advanced speech and interaction analytics
• Quality collaborative performance management
• Screen-recording, real-time multi-screen monitoring

• Leverage video escalation functionality for customer engagement with no integration required
• Seamlessly transition an interaction to video within a single, seamless flow of work
• Use SMS to access video without downloading and install additional software
• Address complex issues more effectively, resulting in improved first contact resolution and higher customer satisfaction
• Reduce the cost of service while providing better customer support