ZIWO Review

ZIWO is an easy-to-use call center software that aims to deliver an optimal customer experience and increase your productivity. It is a call recording program with plugins ready for your CRM and integrates with popular applications such as Salesforce, Zendesk, Zapier, Zoho, Freshdesk, Hubspot and more.
With ZIWO you can manage and record phone calls, WhatsApp conversations and SMS on a single platform, accessible from both PC and mobile devices. It also has a roaming agent feature that caters to agents on the go who work remotely from anywhere.

ZIWO – TUTORIAL

ZIWO – FEATURES

• Call Recording: access to all inbound calls recorded in the system
• Call Masking:  you can connect customers and external partners without revealing the caller, as well as receiver phone number, substituting those with one of your own
• Call Tracker:use your local and premium numbers as a vector of satisfaction for your customers and prospects. Call tracking is the process of determining how callers found your business
• Call Whispering: it allows admin users to listen to calls between agents and customers, Whisper something in the agent’s ear without the customer’s knowledge, and even join the call and take action to resolve customer queries immediately
• Roaming Agent: simply enable this feature for remote agents and reach your customers like never before. This feature equips your agent to make or take calls for the company via routing calls to the mobile phone irrespective of the location while maintaining all the standard features of call tracking, recording etc.
• Outbound Dialer: cross sell your clients or remind them to renew their policy, automated outbound campaigns will help you achieve better results
• Web Callback: this integration is a button you can add to your website to allow visitors to be called back if they are interested in your business
• End Call Survey (ECS): it is a survey used to take customer feedback after the customer has finished talking to your customer support agent. It is typically used to determine whether your customer is satisfied with their on-call experience
• Call Detail Record (CDR): it is simply the practice to capture call details along with actual call recordings within a call center to improve agent productivity and boost customer satisfaction
• Statistics: create Inbound, Outbound, Agent or customized dashboards with predefined widgets using a variety of charts & graph options for you to choose from to best represent your data
• FCR: this term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call, with no follow-up required.