Features - Trooya

Real Time Fetching

Customer posts are fetched within seconds of posting.

Real time response

Brand responses get published in seconds

Response templates

Create and use message templates for quicker response

Automated queueing and assignment

Rule-based bucketing of incoming interactions and automated assignment to next available agent

Customer prioritization

Posts from important customers and influencers jump the line

Case resolution flows

Focus on resolution instead of just response

Complete interaction history

Chat like interface that shows complete history of the conversation

Know the customer

Agent is shown customer contact details, priority and profile

Private notes

Agent can exchange private notes on each interaction with other users

Agent analytics

Monitor agent performance in real time

Queue analysis

Intervene in real time when performance in a queue needs improvement

Periodic reports

Detailed analytics to quality and performance of individuals and teams