Multichannel Customer Care
Are your customers still content with a 9 to 5 service? Really?
Customers demand more flexibility than simply offering them the chance to call up your support centre during standard office hours. They want an ‘around the clock service’, so that they can call, mail and go online with you at almost any time of the day. It’s clear that a telephony exchange system cannot meet the challenge to form the core of a next-generation support service.
We think that changing to a multichannel support service offers more opportunity than just shortening your turnaround time and lowering your cost. With true customer interaction, you can get more value out of your contacts. This is only effective if your contact agents have an overview of your customer’s profile and history.
To achieve this, our customers use the Customer Care Accelerator software. It’s probably a lesser known Microsoft application, but according to Gartner, it’s one of the best tools for Customer Service Contact Centers.
Listed among our references are N-Allo (Belgium) with De Stroomlijn and Ores, Vodafone (United Kingdom), Batelco (Bahrain) and SNS Bank (the Netherlands, with Tieto). These companies have attained a better customer experience and higher levels of customer satisfaction, transforming their customer contact centers into efficient and process-oriented organizations.
screenshot: all customer information integrated in one desktop application