Web chat
On your website
Customer: What’s my current balance?
Account Agent: I’ll pull up your account and balance now.
Logged in TandemCX
Account Agent
Helps customers understand their account and balance. Your team sets the rules and steps in when a customer needs a person.
Account Agent
Balance question
Customer
Why is my balance higher this month?
Account Agent
I can see a new charge on your account. I’m bringing in a billing specialist to review it with you.
Needs assistance
What the Account Agent handles
- Helps customers understand their account
- Answers balance questions
- Recognizes billing issues and brings in a billing specialist
When your team steps in
When the Account Agent recognizes a billing issue, a billing specialist joins with the conversation history and account context.
One agent across voice, chat and messaging.
Let customers reach the same agent by phone, web chat or message. Manage the conversations in TandemCX.
Account AgentActive on 3 channels
AI handling
Messaging
Text message
Customer: Did my payment go through?
Account Agent: Yes. It posted to your account this morning.
Delivered
Logged in TandemCX
Voice
Phone call
Caller · Why did my bill go up this month?
Account Agent · I can walk you through the charges.
Logged in TandemCX
Get your first agent ready
Pick a job, connect the tools and set the rules. Test your agent before it handles customer conversations.
Start with one agent
A
Setting upAccount Agent
Getting things ready
Pick an agent
Where could your team use help?
Support · Booking · Orders · Sales · Accounts
Connect your systems
What should your agent have access to?
CRM · Scheduling · Helpdesk · Commerce · Business data
Choose your channels
How do customers reach you?
Web chat · Messaging · Voice
Set your controls
When should it involve your team?
Supervised · Guided · Independent
Ready to test
Your agent can now receive a call
Meet the other agents.
Support AgentAnswers common support questions and brings in your team when a customer needs a person.Meet the Support Agent Booking AgentHelps customers book, change or cancel appointments.Meet the Booking Agent Order AgentChecks order status and gives customers delivery updates.Meet the Order Agent Sales AgentAnswers product questions and helps customers find the right fit.Meet the Sales Agent
See TandemCX in action.
See agents handle routine customer work, ask for approval and hand conversations to your team.
Support Agent
A focused place to start
1
Pick an agent
2
Connect your systems
3
Set your controls
Start with one agent. Stay in control. Add more when you’re ready.