Complex Customer Support Solution



Who is the solution for:

  • Medium and larger companies that care about client satisfaction.

Why:

  • Non-existent or non-functioning system of registration and resolution of complaints from customers.
  • Low productivity of support staff (lack of productivity tools, low automation, scattered customer information, difficulty finding information).
  • Low customer satisfaction, reduced customer loyalty, poor brand perception.
  • Long time handling support cases.
  • Concentration on one type of support channels.
  • High operational costs associated with managing a contact center or support department.
  • The interrupted flow of information between sales and support.
  • Missing or insufficient knowledge base.
  • Low flexibility and insufficient process optimization when changing requirements for fieldwork (FSM).

Benefits:

  • Accelerate case resolution by 31% through complete processing of case management (acquisition, sorting, omnichannel allocation, status, and process monitoring of various types of cases).
  • Reducing the number of actual cases by 50% through the possible setting of portals and environments where the customer obtains information on their own.
    Reduction of service center costs by 25%.
  • The resulting increase in customer satisfaction by 32%.
  • Complete processing of customer requests and complaints.
  • Expanding customer choice in terms of the type of contact with your company by setting up an omnichannel environment for receiving suggestions from various sources, including integration into a telephone exchange.
  • Personalize communication with your customers by properly obtaining and using customer information.
  • 360 ° view of the company and its customers, interconnection of various customer information in one place. Possible replacement of various other systems or their integration with SFDC (depending on needs).
  • Improving the required KPIs in the company.
  • Ensuring data protection and information integrity by setting user rights and procedures exactly based on specifications.
  • Increase user productivity by setting up appropriate automation processes, productive tools, and the work environment in the application (different for different user groups).
  • Support for cooperation between colleagues and teams.
  • Availability of information in real-time and via a mobile application.
  • Using a knowledge database to speed up case resolution and increase solution quality.
  • Output reporting and dynamic dashboards not only regarding historical data but also development.
  • Data visualization and applications tailored to different user groups.

ultimate-customer-support-system-solution-2

Solution description:

  • An introductory workshop where we will find out exactly how it works and propose a solution.
  • Project management.
  • Complete documentation.
  • Installation and basic system settings.
  • Settings according to the required solution and areas.
  • Data migration.
  • End-user training.
  • Operation support.

The possible extensions (possibility to order):

  • Chat-bot
  • Customer or partner portal
  • Use of artificial intelligence
  • Connection to call center / telephony
  • Complete support for field workers (FSM)
  • Remote visual assistant
  • Feedback collection
  • Connection to social networks
  • Employee planning
  • Corporate internal support
  • Employee training
  • Incident management
  • Integration with other systems

How long will it take?

  • 30 days


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