Dimelo enables companies to manage all their digital customer care channels within a single platform.
As a result, agents can manage multiple digital channels through a unique interface, increasing their response speed, streamlining resources allocation and levelling the flow during peak periods, ultimately impacting customer satisfaction. Managers benefit from live statistics and supervision tools to better control their activity.
Built as an open platform with open APIs, Dimelo natively integrates most major Digital Channels (Messaging such as Messenger, Viber, or WeChat, Social Media such as Facebook, Twitter, Instagram, Google+, Google Play, Live Chat, in-app messaging, forums & communities, email, SMS, etc.) but also allows for individual developments enabling customers to virtually integrate any tool: CRM, call solution, BPM, BI, etc.
Over 14.5 million messages coming from various sources (email, chat, messaging, social media, etc.) are categorized, prioritized and dispatched to customer care agents using Dimelo each month and more than 830 thousand problems are solved.
Companies using Dimelo not only improve their internal processes but are also available exactly where their clients expect them to be.
Dimelo is based on a SaaS model and benefits from international exposure working with over 200 major players across 51 countries in the Telecom, Banking, Insurance, Utilities and Entertainment industries (Orange, Ooredoo, Deutsche Bahn, Banglalink, Proximus, SFR and many more).
- Unified channels
- Advanced reporting
- Live supervision
- Live chat
- Social Media
- App chat
- Multiple languages recognition
- Intelligent Classification Engine
- Automatic messages allocation
- Open APIs