Morphis BV

Morphis integrates 300,000 (!) new customer contact channels through OBI4wan

The Morphis multichannel customer service platform ProcessRunner has gained an important integration feature, enabling a link with OBI4wan, the solution that provides 24/7 insight into online messaging.

What's in it for you? The realization of an integrated web care approach as a fully-fledged component of your multichannel customer contact strategy.

That's what we call service

More than two million tweets are sent every day. Reason enough for an increasing number of companies to embrace the idea that web care deserves attention. But how on earth do you keep track of all these messages? And how can you process them? The link between OBI4wan and ProcessRunner facilitates this. An example: a customer calls a web shop's customer service. He has a question about his recently purchased TV. The customer service agent sees on his screen that the same customer sent a tweet last week, raving about the quality of his purchase. He answers the customer's question and thanks him for his positive review. That's what we call service.

Direct response through the same channel

But how does it work exactly? OBI4wan uses signature technology to collate the messages from all online channels. The SaaS solution analyses the online messages, determines their sentiment and categorizes them according to subject. The link with ProcessRunner enables service agents to respond through the original channel. Irrespective of whether these messages appear on Twitter, Facebook or YouTube, or come in through channels such as Kassa and Radar. This is how integration of OBI4wan with ProcessRunner delivers 100% user convenience.

Logging all contacts

But there's more. Suppose a customer sends his internet provider an email stating that he has not had an internet connection for two weeks. As he doesn't receive a reply, he sends a tweet the next day. A day later, he picks up the phone and calls. A nightmare for many companies. For it happens all too often that different departments, independently from each other, tackle the same complaint. This no longer occurs with ProcessRunner. Because every contact is automatically logged, independent of the channel. Ensuring all departments always know about the customer process and the solution offered.