Meeting today's customer service challenges head-on
||A company's reputation is only
as good as its last customer interaction. That's the reality in which companies operate today - customer satisfaction is hard to win, but easy to
lose. Support representatives have views into customer purchase histories,
meaning they no longer have to track down information such as support
entitlement, outstanding invoices, shipment statuses, and contracts in
separate applications. And with VillageMall's Customer Centre, you can offer
customers 24x7 online self-service to increase customer satisfaction and
boost customer loyalty.
To keep your customers, you need an fully integrated customer case
management solution like Web Office-Case Manager.
- Case Management and Routing:
Case Manager lets you create, manage and resolve customer support cases
more easily by automatically tracking all customer interactions. Online
trouble tickets from integrated customer self service centre will
automatically generate cases which can be assigned to a customer support
- Case Escalation:
Responding in a timely, effective manner is critical to the success of
your organisation. To meet and exceed customer expectations you need to
be able to escalate to higher levels of support and management on cases
that are not resolved in a timely manner.
- Complete Customer View:
With views into complete customer records, you no
longer have to waste time tracking contracts, order statuses, or payment
issues from accounting, warehouse or sales departments. Instead, all the
information is at their fingertips.
- Knowledge Management:
Armed with a complete knowledge base of answers to frequently asked
questions, or solutions to customer cases, customer service agents can
now respond faster to customer issues and provide them access to this
information. additionally new customer support personal can also ramp up
more quickly on new issues. As a result, your company can support more
customers with fewer costly resources. The knowledge base can also be
published within the Customer self service- helpdesk.
- Customer Centre and Self-Service:
With 24/7 access to their complete history—and the status of purchases,
payments, timesheets and support issues—customers can quickly retrieve
information they need. The Customer Centre
also allows them to make payments, submit issues, track shipments and
search the online knowledge base.
- ISO 9000 support: Helps organisations in
meeting their ISO 9002 problem management procedures
Best of all, you can start using Web Office