What is Buzzeasy?
Buzzeasy delivers advanced customer interaction solutions from the cloud which are designed to improve the customer experience and make every customer contact more productive.
These solutions are provided to organizations with a contact centre operation, and are complementary to existing contact centre platforms – both on-premise and cloud based.
Buzzeasy is a cloud solution, and can also be deployed in a hybrid mode, where elements of the solution are deployed on-premise (or in a third-party data centre) to make better use of existing PSTN connectivity and/or to allow more cost-effective SIP connectivity between Buzzeasy and the contact centre without PSTN break-out.
What's New in Buzzeasy?
SMS Surveys are an ideal solution for collecting instant feedback from your customers to help you understand their needs and improve your services.
You can ask a question with multiple choices (keywords) in a text message and collect the responses. For each keyword, you can choose to store the response for reporting purposes or to trigger a callback in addition.
Creating an SMS Survey is quick and straightforward using Buzzeasy Online Portal. Instructions are described on the following link: Administration of Surveys
Using Buzzeasy Portal you can easily import the phone number list to which the survey will be sent. Read more information in the Campaign Importer for Surveys article.
You can monitor the survey response status by checking the real-time, summary or the itemized reports. More details are provided on the following link: Survey Reports
Callback Slots Templates
You can now create and save Callback Slots Templates for your company that can be used and shared by multiple callback queues.
A Callback Slots Template defines the time intervals and the number of callbacks that can be scheduled within that timeslot.
Buzzeasy provides a wizard to help automatically generate the initial list of callback slots and their capacities. You can later modify the capacity of a timeslot, delete an existing timeslots and add a new one.
Instructions are described on the following link: Administration of Callback Slots 2
SMS Notifications for Callback Requests
Buzzeasy has introduced a number of exiting features using text messages to notify and confirm to users about their scheduled callback requests. It is also possible to offer the caller to request a new callback after a failed call.
Buzzeasy sends an SMS notification on an upcoming scheduled callback request, so the customer will be aware of the call.
Enable the function via the Notifications tab of the related Service Queue and apply a time-frame for the reminder - the message will be sent according to this value before the scheduled callback happens.
Instructions are described on the following link: Service Queue Notifications
Buzzeasy introduces a new method which allows following up on failed or missed callbacks. The system acknowledges these calls and sends a text message to the caller including a keyword which triggers the registration of a new callback request.
The failure campaign can be enabled within the related Service Queue via the Admin Portal. Simply enable it on any of the following tabs:
- Call When Available
- Schedule Call
A Service Queue needs to be attached to an SMS Campaign where all the necessary details are set.
Instructions are described on the following link: Administration of SMS Campaigns
Email Notification on Failed Calls
Buzzeasy introduces a new method which enable the follow-up of failed customer callbacks. The system acknowledges these calls and sends an email notification to a predefined mail group.
The Email Group needs to be set first which will be linked to the Service Queue.
Instructions are described on the following link: Email Groups
Then these email accounts can be attached to the related Service Queue. Simply enable it on the Notifications tab and select the email group from the list.