Optimize customer support management to resolve cases faster and improve customer satisfaction with tips from the experts
78%
of service agents say it’s difficult to balance speed and quality[1]
Information silos and disconnected systems prevent service agents from having a clear view into customer issues. Agents need instant access to all customer information, including contracts, account status, purchase history and technical specifications, to provide customers with superior service.
Integrate with CRM systems to connect all customer touchpoints and deliver a complete 360° customer account view that fuels productivity and collaboration, provides critical insights and empowers service agents to deliver exceptional customer experiences.
New work models and evolving customer expectations require rethinking Information Management strategies for customer support and service management. Master modern work to boost productivity, shorten time to revenue and delight customers.
Respond quickly to customer needs and build strong relationships to create consistent and memorable customer experiences.
Close cases efficiently with a 360° customer platform that delivers real-time access to all customer-related content, directly within CRM applications.
Spend less time searching for relevant information to resolve calls quicker, reduce customer wait times and increase the number of queries agents can process.
Instantly locate and reuse the right information and regulatory content to comply with mandates and guidelines, such as GDPR.
Eliminate information silos by consolidating on a single content management system connected through to front-end applications.
Automate incoming communications with intelligent capture capabilities for efficient customer tracking, routing and actioning customer requests quickly and consistently.
Without access to commercial agreements, agents often struggle to resolve operational issues. This can lead to embarrassing and time-consuming situations that damage the brand. Take the guesswork out of support with full customer visibility.
Customers expect self-service digital options to easily access and manage their own account information. Companies who cannot provide it are likely to lose customers to a competitor. Enable customer self-service to meet expectations.
Instant access to customer information can be a game changer when working in the field. Whether it is product-, version- or asset-related, engineers need confidence they have the right information. Offer excellent customer service from any location.
Different stakeholders across an organization access customer information. For security, it is important they only access role-relevant information. Protect information with roles-based permissions to only deliver what is needed, when it is needed.
Switching between multiple applications is time-consuming. The process does not just delay decisions but also increases the risk of misplaced information. Integrate business applications for a complete view and accelerate time to resolution.
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