Proactive and outbound
Reach customers before they reach you, with notices, updates and alerts they can reply to.
Proactive and outbound
Text message
AI agent: Your technician arrives tomorrow between 9 and 11. Does that still work?
Customer: Can we do the afternoon instead?
Two-way reply
Reach customers before they reach you.
Outage and incident notices
Deflect inbound volume spikes during incidents.
Customer notifications
Send delivery, appointment and status updates with two-way replies.
Fraud alerts
Confirm or deny suspicious transactions with the customer.
Post-interaction surveys
Collect CSAT and NPS, with immediate escalation when a customer reports a bad experience.
Your team keeps the conversations that need judgment.
These go to a person quickly, with the conversation summary and collected details, so the customer never repeats themselves.
- Emotionally charged escalations, complaints and bereavement situations
- Complex disputes, exceptions to policy and goodwill credits beyond set limits
- High-value or negotiated B2B deals
- Legal and regulatory complaints
Connect the systems agents need to act.
An answer without the ability to act usually just becomes a transfer. When agents can read from and write to your systems, they can finish the task.
- CRM
- Order management
- Billing
- Scheduling
More support use cases
See this use case in a demo.
Bring a conversation your team handles every day, and see how a TandemCX agent handles it with your team in control.