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RapportRoadMap™

A detailed custom conversational sales and service guide for your brand that will deliver immediate impact to your most important contact center KPIs

 

We load your chat data onto Maci™ and deliver a custom set of recommendations for your contact center team. RapportRoadMap™ provides insights you can implement immediately, including recommendations for keywords, optimal response time, message format, length, frequency, punctuation and capitalization. We help you architect more emotionally intelligent conversations that drive engagement, retention, conversion and your most important KPIs. RapportBoost customers realize 20% to 100%+ lifts in revenue, conversion, and customer satisfaction.

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RapportCoach™

Use RapportCoach™ to train your agents. It's based on your unique brand vision, conversation goals and agents love it!

 

Chat agent and contact center managers use RapportCoach™ to analyze conversations that take place between agents and customers. It's like Google Analytics, but easier and more fun. We deliver continuing analyses of the specific conversational attributes that drive success for your brand at the agent and conversation level. Our ongoing analysis helps your chat team leaders coach their teams objectively, providing agents with a solid foundation from which to improve performance. The result? A reduction in training and management burden that lets your company build lasting customer relationships while maximizing revenue, conversion, order size, retention and customer satisfaction gains. Simply show your agents their weekly Agent Performance page and watch their performance improve!

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RapportScript™

Need Help Drafting the Best Scripts, Questions and Answers for Your Agent Conversations?

 

We use conversational science to develop the best template answers for your brand and your agents based on a multivariate analysis of what works best in your conversations. We realize that scripts are just a starting point for a conversation, and increasing the precision of your agents’ conversations helps them increase first contact resolution and generate more revenue. Plus, they can handle more concurrent chats and better emotionally engage with customers by having scripts based on chat conversational science instead of outdated FAQs or canned email answers. Chat is a different language and we are here to help!

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RapportAcademy™

Use RapportAcademy™ videos to deliver lessons to your contact center agents.

 

RapportAcademy™ videos are embedded in each of your RapportCoach™ conversational insights (aka Boosts) that drive your KPIs. Does the science in our conversational analysis platform tell you to “Increase/Decrease Formality” in your chats? RapportAcademy™ videos will tell you what that means at the conversation level and give you a handy lesson for newly hired agents. It’s fun and understanding the conversational science behind RapportCoach™ recommendations motivates agent performance.

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RapportQA™

Tired of Selecting and Reviewing Chat Transcripts Manually to Train Your Agents? RapportQA™ Will Do it for You!

 

Selecting the most relevant chat transcript to use as an example of a “teachable moment” can be time consuming, error prone and subject to agent-manager debate. Our platform does this automatically by understanding which actual conversation is the most relevant example to use in agent training for each agent and for each Boost (aka Conversational Insight) we recommend to your team in RapportCoach™. Simply click a button on the Agent Performance page and the most relevant transcript for that topic by that agent being viewed will appear. Plus, it will be marked up in red or green, sort of like how a high school English teacher will mark up homework. We like to help make training more automated, objective, efficient and fun.

Supercharge your agents with accurate, brand and customer-specific conversations