Regardless of what channel and how many customer service professional it takes to deliver the SNS customer service, the customer at the other end of the communication views all transactions as if they are talking to only one person.
Multi-Channel
Maestro supports multiple forms of creating Tickets automatically. Regardless of the contact channel used, Maestro is able to process the data and present the Tickets in a consistent way to agents.
Email
Maestro can automatically create and route Tickets based on keyword filtering in the message contents. Maestro integrates easily with existing email addresses to make the deployment transparent to customers.
Facebook
Posts and comments on Profiles and Fan Pages can automatically be converted into Tickets. Maestro has the capability to deploy a tab on Fan Pages for a more structured form for user input.
Twitter
Twitter accounts can give Maestro API access for Maestro to monitor certain streams for Tweets and create Tickets automatically from them. Maestro will scan the Twitter account’s main feed, mentions, and any searches based on hash tags or keywords.
SMS
Incoming SMS can be automatically converted to Tickets. Automated responders can be configured to facilitate automatic routing of incoming SMS tickets. Maestro’s SMS module also allows field teams to create, retrieve and update Tickets from the field using SMS.