What Should I Expect from my CRM and Service Automation ?
What Should I Expect from my CRM
and Service Automation
TRANSFORM CUSTOMER SERVICE Engage with your customers when and where and HOW they want. Deliver service across every channel (Phone/Email/Chat/Facebook/Twitter/Web Portal). Over any device (Phone, Tablet, Desktop). Empower your customers with communities collaboration with your employees and/or your customers. Track key contact center metrics in real-time.
COMMUNITIES More than just a Portal, Cloud Communities allow customers to help themselves and each other. Wherever they are and whatever device they are on, communities give them the tools for self-service troubleshooting.
SOCIAL SERVICE Deliver service to your customers on the social media channels where they live, on whatever device they are using. Give your agents the tools for collaboration that allow them to deliver outstanding customer service.
MOBILE / AGENT DISPATCH Manage Service cases from anywhere. View, or capture new cases in the field. Or dispatch work orders to field technicians for installation or resolution.
CONSOLE Manage cases in a unified agent experience, no matter how they come (Web, Social, Email, Phone)
MULTI-CHANNEL Multi-channel customer service is a whole new ballgame. Interact with customers where they prefer.
AGENT COLLABORATION Using collaboration tools, agents can better escalate cases to experts. Integrated your collaboration fed into your console unifies the experience, whether at your desktop or on a mobile device.
KNOWLEDGE BASE Search a knowledge base for relevant answers. Or make it easy for customers to do it themselves. Either way, your customers should get the answers they need, exactly the way they want to get them.