Complex Customer Support Solution
Who is the solution for:
- Medium and larger companies that care about client satisfaction.
- 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).
- 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.
- 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):
- 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