At Xima, we continually enhance how customer care teams manage interactions. Our latest enhancement is the Gmail integration for our contact center platform. Building on the success of our Microsoft Outlook integration, this new feature brings the same level of convenience and efficiency to Gmail users.
Managing a group email account like support@yourcompany.com often means agents have to coordinate who handles each email, leading to duplicated efforts and inefficiency. With Xima’s Gmail integration, emails are queued and distributed to the most skilled agents based on predefined rules, eliminating the guesswork and ensuring quick and effective responses.
But that’s not all. Supervisors can now monitor and report on email efficiency just like they do with calls, texts, and chats. With a holistic view of all communication channels, management can gain deeper insights into team performance and customer interactions.
Emails are assigned in the order they arrive to the most skilled agents, preventing duplicated work and cherry-picking.
Agents can handle calls, texts, chats, and emails from Gmail all within the same console, streamlining their workflow.
How does Xima access Gmail accounts?
Our Customer Success Team will assist in obtaining the necessary credentials and authenticating the Gmail accounts within Xima.
What happens if there’s an issue with Xima?
Emails remain in your Gmail account. If Xima is down, new emails stay in the inbox until the service resumes.
How much storage is provided for attachments?
Attachments remain in your Gmail account, subject to Google’s storage limits. Xima accesses them as needed for handling and review.
Running a contact center with a small or mid-sized team often means balancing limited resources with high customer expectations. Every staffing decision, missed trend, or gap in visibility can impact service levels and agent performance.
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Join us for an exclusive webinar as we dive into our latest product releases for IVR, MMS Messaging, and our Social Media Integration.
Thursday, September 12, 2024 | 11:00AM ET
