Our Online Omnichannel Customer Service Platform Solution

Revenue Generating Opportunities for Telcos, ISPs and SIs (System Integrators) in the UK and Europe and Businesses in South Africa

  • If you’re an ISP, telco or systems integrator in the UK or Europe, have you considered offering your business clients an Omnichannel Online Customer Service (CS) platform as a service?
  • Our Cloud-based customer service platform with open API integration allows you to increase ARPU and customer loyalty by upselling sticky value-added white label services to your customers
  • Or If you’re a business in South Africa, let us help you directly to take your relationship with your customers to a new level and thereby enjoy the financial benefits this brings.

What is an Omnichannel Online Customer Service Platform?

  • An Omnichannel Online Customer Service (CS) platform allows businesses to enhance engagement, provide improved service and reduce friction in their interactions with their prospects, customers and suppliers.
  • This is achieved by coordinating their sales and support interactions across multiple channels using a unified interface.
  • Customers can choose their preferred communications channel and still enjoy a consistent seamless experience since they and the business’s client-facing staff retain the context of the communication across all channels, be it voice, chat, via the business’s website, social media or WhatsApp.
  • By integrating our online customer service platform with the business’s existing CRM (customer relationship management system), staff have access to customer data and insights.
Image containing a diagrammatic representation of our omnichannel online customer service (CS) platform showing how it integrates with 3rd party chat / social media platforms, provides web chat, sms messaging, voice and video calling as well as a powerful reporting dashboard and integration to the client's existing customer relationship management system (CRM)
  • This allows for the personalisation of interactions, thus enhancing customer relationships, increasing sales conversion rates and ultimately customer loyalty by basing offers on individual preferences, purchase history and the client’s previous behaviour.
  • Using our online customer service platform, businesses enjoy:
  • Improved customer satisfaction scores
  • Improved first call resolution
  • Higher online sales conversion rates
  • Shorter online sales cycles
  • Larger average order sizes
  • Improved customer loyalty
  • Increased customer retention
  • Quicker inventory turnover
  • Shorter contact centre call times
  • Improved agent productivity
  • Reduced call centre costs
  • Lower shopping cart abandonment rates

Our Cloud-based Customer Service platform allows businesses to:

  • Provide prospects and customers with improved customer service and a better customer experience
  • Attract new customers while retaining existing ones
  • Drive business growth
  • Streamline their business processes and improve operational efficiencies
  • Consolidate multiple communication channels into a single platform
  • Use tools such as AI chatbots.

a vertical bar chart icon with the bars increasing from left to right - illustrating how our online omnichannel customer service platform solution provides prospects and customers with improved customer service, better customer experience, customer growth and retention as well as business growth and more effective and efficient business processes
image of a desktop computer with a graph, pie chart and a magnifying glass representing the insights and data obtained from the reporting and dashboard of our online customer service (CS) platform

A business using this platform will also gather insights and data into:

  • Customer behaviour
  • Channel performance
  • Agent productivity
  • Overall customer satisfaction.

These insights:

  • Enable data-driven decision-making
  • Help identify trends and opportunities
  • Allow refinement of business strategies
  • Enable the business to differentiate itself from competitors that use fragmented communication platforms to reach their prospects and customers.
Image of three pages containing graphs representing the use of reports available from our omnichannel customer service platform to support data-driven decision-making and business strategies

If you’re a Telco, ISP or System Integrator in the UK or Europe or a Business in South Africa, contact us to find out more about our Omnichannel Online Customer Service platform. It’s among the best customer service platforms for business in the market and its competitive pricing will give you an even better ROI.

Zwana ICT & Consulting has more than 10 years of experience in the unified communications field and promotes the scalable multi-tenant unified communications as a service (UCaaS) and communications platform as a service (CPaaS) offerings of leading South African unified communications provider Telviva Software International into the UK / European wholesale market and the South African retail market.

Click on the relevant link for more information on the value proposition our Unified Communications and omnichannel Online Customer Service Platforms offer you as a Telco / ISP, a Systems Integrator, a user of an Enswitch softswitch or a Business.

For more information on our Online CS Platform services, please contact us.