LiveOps Social is a social support software solution that allows service agents to handle customer cases across social media and mobile channels. Each time a customer issues a complaint on a company’s social media page, the program notifies the company’s customer service team.
LiveOps Email is a customer service software solution that works across email to help service agents resolve customer cases. Each time a customer sends a message for help, the program routes the message to the agent with the best-suited skill set and pulls up the customer’s complete history of interactions with a company. This history encompasses activities across all online channels.
Oracle RightNow Web Experience is a CRM and customer service software solution that helps users solve client issues and identify sales opportunities, all through online chat windows. Each time a customer interacts with a company or makes a purchase, the program notes this action down in a database.
Zimbra Community is a help desk software solution that allows users to work together and solve cases through collaboration. Each time a case comes in, users can message each other in an attempt to resolve it. For instance, users can search through the program database by text, manage all accounts from a central hub and send out rewards to the most helpful assistants.
These days customer experience matters a lot to organizations. Improvement in customer satisfaction and their loyalty is of great importance to service providers. Consequently, applying a proper strategy for improving customer satisfaction while outsourcing customer service is a must. In general, the services offered by outsource contact centers are used to provide customer support. These services form the backbone of the interactions that take place with existing as well as potential customers.
UserVoice is a help desk software solution that allows users to field support requests through email. As users receive customer inquiries, the program shows the sender’s social media, billing and CRM data alongside each message, giving users comprehensive, relevant information. Users can then respond to the service requests and move on to the next ones.
Click2Coach is a customer service and learning management software solution that uses customer data to improve agent performance. The program automatically scans through all agents’ interactions with customers and generates performance scores that are based on call quality, customer survey results and speech analytics.
Agiloft Service Desk Suite is a help desk software solution designed to handle both internal and external service inquiries. For internal operations, the program easily guides employee inquiries to IT staff using distribution workflows and live chat windows.
The purpose of this WOW Guide is to help you and your organization get started with knowledge base content, cut down incoming customer interactions and provide amazing customer service through an engaging online support center.
One form of customer service on the rise is self-service support. In this “Ultimate Guide,” we will be touching on the foundation of self-service support – primarily, what this level of support means to fast-growing companies as well as their customers and organization.