Acquire.io Overview
Acquire.io is a cloud-based, integrated, and innovative customer communication platform designed to bridge the gap between customers and sales representatives, enhancing the overall customer experience.
What Acquire Does
Acquire is tailored to streamline customer interactions across various digital channels, focusing on onboarding, customer support, and sales. The platform enables businesses to provide quick, personalized customer service, ensuring seamless transitions between different modes of conversation such as text, chat, voice, video, and co-browsing. This approach helps in virtualizing in-person experiences and creating ongoing, contextual conversations with customers, thereby alleviating the frustrations associated with siloed interactions.
Key Features and Functionality
Communication Channels
- Live Chat: Real-time text-based communication with customers.
- Chatbot: Automated chatbots to handle initial customer inquiries.
- Video Chat: One-way and two-way video capabilities for more personalized interactions.
- Co-Browsing: On-screen collaboration to assist customers in real-time.
- Screen Sharing: Ability to share screens for better support and demonstration.
Integration and Centralization
- Multi-Channel Support: Integrates with various channels including SMS, email, social media (e.g., Facebook, WhatsApp), and other digital platforms.
- CRM Integration: Compatible with leading CRM systems like Salesforce, Hubspot, and Zendesk to centralize customer data and support efforts.
Workflow and Efficiency Tools
- Automated Routing: Automatically routes customer inquiries to the appropriate agents.
- Workflows and Prioritizations: Allows for setting up workflows and prioritizing customer queries.
- SLA and Alerts: Sets service level agreements and alerts to ensure timely responses.
- Agent Scheduling: Schedules agents to manage workload efficiently.
Analytics and Reporting
- Analytics and Reporting: Provides comprehensive analytics and reporting tools to measure and improve operational efficiency and customer satisfaction.
Additional Features
- Customizable Chat Widget: Personalizable chat widgets to match the brand’s identity.
- Visitor Tracking: Tracks visitor activity to better understand customer behavior.
- Canned Responses (Shortcuts): Predefined responses for common queries to speed up agent responses.
- Mobile App: Available on both iOS and Android, ensuring mobility and flexibility.
- Knowledge Base: A centralized repository of information for agents to quickly access and resolve customer issues.
Support and Training
- 24/7 Support: Offers round-the-clock support via phone, live chat, email, and tickets.
- Training and Documentation: Provides training resources and detailed documentation to help users get the most out of the platform.
Acquire.io is designed to empower businesses to lead in customer experience by simplifying communication, personalizing interactions, and enabling faster and more efficient responses. With its robust feature set and seamless integrations, Acquire helps businesses stay at the forefront of how customers want to communicate in the digital era.