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Benefits

Streamline your workflows by centralizing communications, increase team collaboration with shared tools, and improve response efficiency with customizable notifications. Ensure secure and compliant data handling while automating routine tasks to boost productivity and customer satisfaction.

Streamlined Communication

Merge customer interactions from SMS and WhatsApp directly into Microsoft Teams. Manage all communications from a single interface without switching between apps.​

Enhanced Team Collaboration

Allow team members to view, respond, and collaborate on customer messages directly within Teams, fostering quicker decision-making and more efficient resolution of customer queries.

Automated Alerts and Notifications

Receive real-time alerts and notifications in Microsoft Teams about new messages or customer actions, ensuring no customer query goes unnoticed.

Why Mercuri for Teams?

Unified Workspace

  • Centralized Communication Hub: Integrate all customer interactions from SMS, WhatsApp, and other channels directly into Microsoft Teams. This unified workspace eliminates the need to switch between multiple tools, enhancing efficiency and reducing response times.

  • Access on Multiple Devices: Benefit from Microsoft Teams' multi-device compatibility, allowing you and your team to manage communications from desktops, laptops, and mobile devices, ensuring flexibility and accessibility.

Collaborative Customer Service

  • Real-Time Collaboration: Enable team members to view, comment, and respond to customer messages in real-time. This collaborative approach helps in crafting well-informed responses and ensures that all team members are updated on ongoing interactions.

  • Shared Knowledge Base: Utilize integrated features that allow storing and sharing commonly used responses, files, and documents. This shared resource helps maintain consistency in communication and speeds up response times.

Customizable Notifications

  • Personalized Alerts: Set up notifications to alert only the relevant team members based on specific keywords, customer issues, or message types. This customization ensures that team members receive only pertinent alerts, helping them stay focused and productive.

  • Escalation Triggers: Implement escalation triggers within Microsoft Teams that automatically notify supervisors or other departments when a customer issue requires special attention or exceeds a certain time threshold without resolution.

Data Security and Compliance

  • Secure Data Handling: Both Mercuri and Microsoft Teams adhere to global data security standards, ensuring that all customer information and communications are encrypted and securely handled.

  • Compliance with Regulations: The integration respects privacy laws and regulations such as GDPR in Europe or HIPAA in the United States, providing features like data anonymization and secure data access controls to comply with legal requirements.

Workflow Automation

  • Automated Workflows: Automate routine tasks such as tagging, logging, and routing customer queries to appropriate departments. This automation streamlines workflows, reduces manual intervention, and increases overall operational efficiency.

  • Custom Rules and Actions: Set up custom rules that trigger specific actions based on message content, sender information, or time conditions. These rules help in managing high volumes of messages effectively and ensure timely responses.

Integration with CRM and ERP Systems

  • Seamless Integration: Easily connect Microsoft Teams with your existing CRM and ERP systems through Mercuri. This integration allows for synchronization of customer data and interactions across all platforms, enhancing data availability and accuracy.

  • Contextual Information: Automatically pull relevant customer data from CRM or ERP systems into Microsoft Teams during interactions, providing team members with the context needed to make informed decisions and personalize customer engagements.

Book Demo

SMS & WhatsApp for Microsoft Teams

Seamlessly integrate your customer communication within Microsoft Teams. Use SMS and WhatsApp to enhance productivity and response times.

Microsoft Teams SMS & WhatsApp
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