Effective customer support means offering rapid response and resolution using the right information. CSDP’s Customer Support solution handles all types of service requests via phone, web, email, IVR and electronic interface for your call center, help desk and service organization. Robust assignment logic routes requests to queues or individuals based on any data element of a Service Request or combination of data elements.
Features:
- Auto-generates service requests for follow-up activities and for proactive events
- Easily manages voice phone, web, email, IVR and electronic interface service requests
- Tasks queuing
- Allows for access to complete interaction lifecycle history
- Self-learning knowledge database
- Knowledge base can include any type of document, image, link or user defined process
- Easily pre-fill knowledge base with existing data upon set up
Benefits:
- Increase sales and support productivity
- Significantly improve customer service experience
- Reduce the volume of calls to your contact center with online self-help
- Better decision-making tools
- Resolve service requests more quickly
- Retain more customers
- Provide proactive service, not just reactive
- Ensure consistency across your service organization with a centralized information repository
- One of the highest ROIs in the industry
CSDP’s Customer Support software solution typically includes the following modules: Contact Center, Knowledge Management, Entitlement, Training, and Reporting modules. Other SRM modules can easily be added to SRM for Customer Support including Contracts & Billing, Depot, Inventory Control, Dispatch, Scheduling, and Time Tracking.