Next-Generation Customer Service System

Highly efficient, a better way to work.

Easily communicate with customers wherever they are with high efficiency. We offer a variety of features such as chatbots and instant notifications to create the best customer experience.

All your customers' favorite channels in one place.

With the FIRST LINE platform, you can manage and service all platforms from one location, providing your customers with comprehensive support. We are committed to integrating more applications, enabling your business to achieve even more possibilities.

Put on your headset and start talking.

Despite the many channels of communication with customers, phone calls remain an efficient and quick way to communicate. FIRST LINE has a built-in VoIP phone system, so all you need to do is open your browser to start receiving or making calls.

Capture every message, communication without barriers.

Integrate popular social communication channels like LINE, Messenger, and Instagram, allowing your service representatives to easily handle multiple customers at once while reducing customer waiting times and enhancing the customer experience.

Gmail is also your service channel.

Simply set up auto-forwarding in your email system to forward emails to the mailbox prepared for you by FIRST LINE. You can also configure multiple support mailboxes, creating your dedicated customer service system in just a few clicks.

Boost your efficiency with the helpdesk.

Phone

VoIP phone system – just open your browser to start receiving or making calls without any additional hardware or device installations.

Live Chat

Install the live chat plugin and allow your customers to instantly start conversations on your website, continuing to communicate with ease.

LINE

In Taiwan, nearly 91%, or 17 million people, use LINE to send messages. With chatbot integration, your service never stops, ensuring a better customer experience.

Facebook Messenger

Facebook has 1.86 billion active users and is the largest social network globally. Messenger is also the second most popular messaging app in Taiwan.

Instagram

Instagram currently has over 200 million business accounts. Expand your business and reach a wider audience through system integration.

Telegram has over 500 million users and is one of the top ten downloaded apps globally, and it’s completely free.

Email

With simple forwarding settings, your emails will appear in FIRST LINE, as easy to use as the software you’re familiar with.

WeChat

WeChat has nearly 1 billion active users, making it the most popular instant messaging service in China, with 963 million monthly active users and over 100 million overseas users.

SMS

SMS is one of the most widely used communication methods in the world, and compared to other text channels, it is more effective and timely in delivering key information to all your target customers.

Skype

Skype Connect™ allows you to receive Skype calls on your dedicated phone number and integrates Skype with your SIP or VoIP phone system, significantly reducing communication costs for businesses. (Hardware may be required)

Viber

Viber has reached 900 million global users and is a popular communication app in Europe and Russian-speaking countries.

Join over 2 billion people in 180 countries using WhatsApp to stay in touch with family and friends.

Make everything simple.

Say goodbye to paper and Excel sheets.

The new way to work

Marketing and service are races against time. Using Excel or paper records might save costs but adds complexity, making issue management and analysis more difficult. That’s where FIRST LINE comes in. We simplify the customer service process, enhance workflow optimization, and integrate multiple channels to boost your efficiency without compromising service quality.

Elegant and calm, your own space.

Helpdesk

The "Helpdesk" is a tool carefully designed to integrate various communication channels. With a meticulously designed unified interface, we transcend traditional CTI systems by consolidating fragmented interfaces, ensuring that customer service teams can quickly and easily respond to inquiries from different channels, including phone calls, social platforms, or email. This not only reduces onboarding time but also improves work efficiency. Our goal is to help customer service representatives focus on serving customers to the fullest.

A powerful assistant.

Chatbot

With an intuitive and efficient operating method, easily automate tedious workflows and save human resources. Support integration with third-party tools to create a robust and complete automated operation, solving bottleneck issues caused by multiple systems. Whether it’s collecting potential customer leads, sending coupons, or integrating a knowledge base to resolve customer issues, it has it all.

Besides handling simple and repetitive responses for customer service representatives, you can also quickly create customized workflows, such as "Collecting potential customer leads through surveys," "Sending coupons to attract customers," or "Integrating a knowledge base to solve customer issues."

See More Examples

Powerful yet incredibly simple.

We've tailor-made solutions for your customer service and marketing centers. We not only integrate multiple communication channels but also deeply couple various features, significantly reducing the processing time of customer service workflows. This boosts efficiency by more than 3 times, making your work efficiency a dream come true. Let's work together to elevate your business efficiency.

Real-Time Recording

Record every conversation in detail, securely store your interactions with customers to avoid future disputes, and reach fair conclusions. You can also use excellent conversations for training materials, performance evaluations, or reference. FIRST LINE real-time recording not only secures every business transaction but also brings important benefits to your company.

Chart Data

Instantly view incoming call volume, average call duration, average waiting time, and more to quickly grasp the situation and make further analyses, helping you to allocate resources and make the best decisions.

Three-Way Calling

When customer service representatives need assistance or encounter issues they cannot solve, they can directly invite a supervisor or manager into the current conversation to help resolve the customer’s issue.

Coaching Mode

Supervisors can monitor calls and whisper to customer service representatives, helping them to adapt and solve problems during calls.

Automatic Call Distribution

After guiding the customer through an IVR system, calls are distributed to the appropriate customer service representatives based on various conditions and groups, ensuring fair distribution of call workloads.

Multi-Chat Support

Unique queue design allows customer service representatives to easily engage with multiple customers simultaneously, significantly reducing customer waiting times and improving the company reputation.

From feeling overwhelmed to taking control – see just a few of the powerful features designed for you.

Make your customer service shine

Everything you need is at your fingertips. The best way to understand FIRST LINE is to experience the product yourself. Contact us now for a free trial.

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