Frequently Asked Questions
Zenline uses cutting-edge technology to offer high-quality Contact Center services . Our platform includes:
- Degeolocated remote management , ensuring continuous and efficient operation.
- Advanced IVR: With music on hold and personalized ads that improve segmentation and business intelligence (BI).
- Multichannel Management: Ability to handle phone calls, WhatsApp Business, WebChat and Messenger.
- Call Recording and Transcription: We record 100% of interactions and offer accurate transcriptions to improve the quality of service.
- Connectivity with CRM: Integration with CRM systems for fluid management of customer information.
- Voice Charging System: We have an automatic voice charging system and links to the client's or Zenline 's payment gateway , guaranteeing that agents never have access to credit card data.
- Tokenization for Flexible Reservations: We use a tokenization system that allows subsequent charges for reservations, cancellations and no shows , ensuring flexibility and security in payments.
Zenline ensures that all payments are extremely secure by using payment systems that comply with the PCI DSS ( Payment card Industry Data Security Standard). This compliance ensures that all transactions are processed with the highest levels of security, protecting customers' financial information and preventing fraud. Additionally, our voice charging and tokenization systems ensure that agents never have access to credit card data.
Zenline easily integrates with your CRM system through our advanced connectivity capabilities. The integration is carried out seamlessly, allowing real-time synchronization of customer data, interaction histories and reservations. This ensures that all relevant information is available to provide personalized and efficient care.
Reservations are processed through a robust system that includes:
- Connection to the CRS of the Hotel or Reservations Module for Agent: We connect directly to the CRS (Central Reservation System ) of the hotel or we use the agent reservation module, ensuring efficient and accurate management.
- Alternative Reservation System: If the hotel does not have an appropriate module, we make reservations through the website, differentiating them using a specific promotion code to identify the reservations managed by our Contact Center.
- Personalized Attention: Our highly trained agents handle each query with professionalism and efficiency.
- Payment Security: We use secure payment systems (PCI DSS) to process transactions safely.
- Tokenization for Flexible Reservations: We use a tokenization system that allows subsequent charges for reservations, cancellations and no shows.
- Recording and Monitoring: All interactions are recorded and transcribed, allowing detailed monitoring and efficient management of reservations.
- Immediate Confirmation: Once the reservation is processed, an immediate confirmation is sent to the client, ensuring that all details are clear and accurate.
Zenline 's cost model varies depending on the size of the client and their specific needs. Generally, our services include an initial setup cost and operate under a 100% commissionable model based on the reservations generated, with a minimum monthly fee. This model ensures that our interests are aligned with the success of our clients.
Zenline services varies between 2 weeks and 1 month, depending on the information available, the number of hotels and the technical availability of the hotel to make the necessary connections. During the implementation, we created WhatsApp numbers, toll-free numbers in different countries and links to the client's social networks.
Implementation stages include:
- Initial Evaluation: Collection of information and analysis of the client's specific needs.
- Technical Configuration: Establishment of connections with the hotel's CRS, reservation modules and CRM systems.
- Creation of Communication Channels: Configuration of WhatsApp numbers, toll-free numbers and links with social networks.
- Testing and Adjustments: Carrying out tests to ensure the correct functioning of all systems and necessary adjustments.
- Launch: Start-up of the service and initial monitoring to guarantee a successful start.
To ensure the success of the service, we require the following:
- Best Public Rates: Have the best public rates from the hotel channels, since clients expect to obtain a better offer by speaking directly with us.
- Publication of Contact Information: It is crucial to publish the Contact Center contact numbers and other relevant information on all advertising media, including the website, search engine campaigns, local listings, social networks and offline media.