Dimelo: One Single Platform Omni-Digital

The Omni-Digital Customer Care Software

Dimelo, a RingCentral company facilitates the digital transformation of companies by helping them expand and steer their omni-digital customer relations.

We provide a platform that assembles all the customer interactions in one place (via messaging, social media, live-chat, mobile, email) and re-distributes them automatically according to availabilities, customer profiles, or type of requests to be able to handle them more efficiently.

This gives companies a full history and precise account of each interaction to analyze and better manage their activity while increasing customer satisfaction.

Dimelo, a RingCentral company is based on a SaaS model and benefits from international exposure working with over 100 major players across 4 continents (Europe, Americas, Asia & Africa) in the Telecom, Banking, Insurance, Utilities and Entertainment industries (Orange, Ooredoo, Deutsche Bahn, Banglalink, Proximus, SFR and many more).

Manage all your digital conversation in one single platform

Dimelo is a SaaS software that allows customer advisors to easily manage customer relationship. Dimelo centralizes messages from all channels:

  • Social Media (Facebook, Twitter, Youtube, Instagram…)
  • Messaging (Facebook Messenger, Instant messaging in-app)
  • Live-Chat
  • Email & web form
  • Forums and customers communities

Discover the Dimelo platform that will meet your business needs:

  • Prioritize urgent message processing based on the digital strategy of your enterprise
  • Identify your customers regardless of the channel and answer them where they are waiting for you
  • Integrate Dimelo to your CRM for a 360° view
  • Advanced statistics allows you to have insight into your performace through tracking and analytics

Dimelo Social Key Features

Manage customer queries efficiently on social media through automation

  • Maintain a centralized strategic message system
    • Centralizes all data generated by social networks to provide you with an efficient infrastructure, the ability to track communications and process interactions on a large scale
  • Respond promptly on the most appropriate channel
    • Switch between social media to meet the customer from wherever they may be to deploy a more pleasant customer experience
  • Increase productivity
    • To enable teams in charge of client relations to concentrate on their activities, Dimelo Social relies on a self-learning process to determine which contact models to choose, how to send and receive messages to business partners and to provide them with answers to their queries as well as how to filter any other messages that are not relevant.

Seamless Message Processing

Filter, categorize, and route messages to match your cloud based workflow:

Leverage the self-learning capabilities of the routing tool, the user can generate new categories and begin the process of organizing incoming communications. The messages will be automatically sorted by criteria and then sent to to the right contact.

Group all messages of the ticket into one conversation:

Discussions with customers can generate many conversations over time that may be either public or private. This innovative tool will allow you to retrieve all ticket entries in one centric location enabling you to view the ticket's complete end to end history throughout its lifecycle.

Multi-Channel Interface

Connect your social network pages:

  • Carry out all the same activities that you would on your Facebook page
    • Like contents, comment, send a message, publish posts, etc.
  • Answer in seconds from your Twitter account
    • Retweet, respond to messages, follow someone, favorite, etc.
  • Link all social network accounts
    • Engage with the community using many more social network platforms such as YouTube, Instagram, Google+, LinkedIn etc.
  • Automate responses using previous conversations and reassign tickets to more qualified agents for greater productivity

Customer Overview

Merge the different social accounts of your customers

  • Integrate all social network accounts of your customers into a single file so that each of your interactions with the customers can be easily retrieved
  • Trace the entire history of customer conversations as they will be tracked and documented
    • Gain access to customer records: profiles, contact information, etc.

Reporting

Monitor social media traffic and measure customer engagement

  • Send automated surveys once a ticket is closed to the customer's social network account that was used throughout the customer journey to optimize future collaboration
  • Monitor your social media performance using customer data for increased optimization
  • Produce new reports to monitor and compare performance across social networks

Editor: Dimelo

Dimelo demo and screenshots

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Dimelo customers

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Dimelo pricing and features

Plans & Pricing

Standard
Contact us

Features

Analytics
Activity Monitoring
Connection to live data sources
Custom Charts
Custom Queries
Dashboards
Data Import/Export
Data Source Blending
Drill Down
Filters
Interactive Dashboard
KPI
Noise filtering
Objectives management
Pivot Tables
Reports
Shared dashboards and reports
Statistics
Waterfall Chart
Communication
Automated reply and transfer Vacation responder and automated email/call transfer
Chat box / Instant Messaging Live discussion via a Webchat
Chatbot
Contact Manager Search and organization application for professionnal contacts
Filters Automated actions on incoming email
Full Text Search within conversations
Notifications Email, sms, pop-up window to inform someone the an action is done
Push Facebook Messenger
Push Notifications
SMS Short Message System
Shared contacts Contacts viewed and updated by multiple people
Shared user profile User public and private identity (picture, description, skills, etc.)
User Live Status
Webmail / Email Sending and receiving emails
Customer Support
Canned Responses
Case Management
Claims management
Communications History
Customer Community (Forum, FAQ)
Customer Interface
Customer Profile
Customer Support Dashboard
Escalation
Feedback & Customer Satisfaction
Help Desk
Live Chat
Queue Management
Recurrent Issues Management
Service Quality Management
Solution Management
Support Opening Hours
Ticketing
Tickets Allocation
Integration & Interoperability
SDK Software Development Kit
Webhooks
Marketing Automation
Autoresponders (emails)
Contacts Cleaning Depupling, email address fixing, bounced emails removing, unsubscriptions
Email Designer/Builder Drag & Drop / WYSIWYG email editor
Email Templates
Email Tracking
Facebook applications
Newsletter Management
Pop-up windows
Population Targeting Segmentation & profiling
SMS campaign
Social Networks Hub
Survey
Twitter Applications
Users and Companies identification Provides name, and contact based on IP, finger printing, cookies
Security & Confidentiality
SFTP SSH File Transfer Protocol or Secured File Transfer Protocol
Support
Configuration support
Dedicated Account Manager
Workflow & process
Automatic actions
Change Request
Form Editor
Issues Management
Performance indicators
Priority management
Publishing Approval
Real-time editing
Task management & Reminders
Validation process

Services

Integration & Interoperability
API, Web Service Restful APIs
Mac OS
Social Networks Integration
Website (plugin, form)
Windows OS
Security & Confidentiality
Advanced Encryption Standard (AES)
Audits & Certificates (SAS 70, ISO 27001/2, TRUSTe)
Daily Backups
Data geographic redundancy
Secure Sockets Layer (SSL)
Single Sign-On (SSO)
Strict Internal Access Controls
Two-factor Authentication
Support
24/7 Support
Community (FAQ, Forum)
Help Desk (Phone, Email, Ticket, Chat)
Knowledge base (tutorials, demos)
On-site Training
Online Training (Webinar)

Data hosted in the following countries: France