Technology is the key to improving communication with end users, identifying and resolving issues quickly and deflecting issues to self-service whenever possible.
By employing the right technology, the enterprise can reach a new level of agility, streamline operations, and drive innovation.
Customers can help themselves by using an available public portal. Solution Finder guides customers through their toughest questions to provide fast and accurate answers minimizes costly escalations.
Knowledgebase software reduces phone and email volume by providing customers with information and self help online. When an agent is required to solve an inquiry, knowledgebase software easily directs the customer to the most appropriate channel through seamless escalation paths.
By proactively engaging website visitors with live chat support, you can avoid phone calls that consume more agent productivity by helping just one customer at a time. Live chat software gives you the power to strategically design, customize and place invitations. Configurable workflows control when to deliver those invitations to visitors.
Administer large volumes of incoming emails easily. Instantly route emails to the appropriate agent, suggest answers to agents and, in some cases, auto respond to customers without agent involvement to reduce costs and improve customer satisfaction with fast response times.