Averiware Customer Relationship Management is CRM software that assists customer service agents by displaying customer-centric information on-screen in order to facilitate employee productivity and customer loyalty. The platform manages customer setup, personal information, quotes, sales orders and credit status, records customer interactions and conversations, and presents users with customer satisfaction indicators.
Sword Ciboodle Crowd is an online community solution that connects you directly to your customers. Drawing on the strengths of online communities, this social CRM platform allows your agents to help and interact with your customers over blogs and forums.
Sword Ciboodle Flow is a case and workflow management solution designed with best practices in mind. To expedite case resolution, Ciboodle Flow can tie a variety of media — including images, transcripts, and scanned documents — and assign expertise-relevant agents to specific customer quotes, orders, complaints, and inquiries.
Four powerful influences are converging to form a perfect storm for big customer service vendors. Gartner calls the confluence of social interaction, mobility, information and cloud computing the “Nexus of Forces,” which will shift the balance of power in customer service in two key ways.
Your customer service department is a vital ingredient in the success of your business, but many companies skimp when it comes to their help desk. We’ve compiled a list of the top help desk software solutions that will not only help you improve customer service, but they’ll also streamline your operations.
Ciboodle Live is high-quality web self-service customer support solution that reduces the need for face-to-face customer service interaction. Ciboodle Live is comprehensive enough to handle common customer service requests so that your agents can focus on handling more complex inquiries.
Sword Ciboodle’s Ciboodle One is sales and service desktop software that strengthens your service interactions with customers. Made for call centers, the program provides your agents with important customer information during calls, a training program, and improved first call resolution.
Pega Case Management helps users resolve customer problems with efficiency and consistency. To do this, the platform provides customer service agents with complete information displays, recommends agents to cases based on expertise, and adapts to case complications on the fly.
WFMwizard Call Center Workforce Management is a workforce management platform designed to offer a complete workforce management planning cycle for small and medium call centers. The application can forecast inbound call volumes, automatically executing and comparing advanced algorithms as well as use reliable staffing calculations using proprietary Erlang C equations. The software applies Shift Design optimization using the graphical interface and optimization engine. The platform implements algorithms for scheduling for each agent to the best possible shifts as well as reports and charts keep the user informed on systems’ results.
Live chat’s bubble is on the rise. LogMeIn and the e-tailing group have released the Fourth Annual BoldChat Live Chat Effectiveness report which shows one in five shoppers prefer online chat over any other communication method. Featured here are seven best practices for offering a superior live chat customer experience