Inbound Customer Care

“Deliver support to your customers promptly and accurately”

Let Customers Use Their Channel of Choice

imageContactSuite CRM lets your customers reach you by voice, email, social media and webchat.  No matter what channel they use, their interaction history with your contact centre is stored and made available to agents so they can get a quick view of the customer’s support history, call outcomes and open and closed cases.

 

ContactSuite CRM’s skills-based routing directs customer contacts to the next available agent with the skills necessary to handle the customer’s call.  Advanced IVR features let your customers access your services without the need to involve an agent. PCI-DSS certified payment processing features let your customers pay by credit card with no agent involvement.

 

Email integration lets you communicate easily with customers with the email history stored in your customer’s record.

Understand Your Customers’ Needs

imageContactSuite CRM’s built-in CRM features let agents easily view the history of interactions a customer has had with your business in the past.  Agents can use this information to guide how they interact with the customer and offer upgrades or cross-sells based on the customer’s purchasing history.

 

Case management allows agents to view the status of open cases while ContactSuite CRM’s workflow engine automatically routes cases around your business teams as they work to resolve issues.  Service levels can be set to trigger automatic escalations when a case becomes delayed.  Cases hold a record of all the information gathered, actions taken and the various communications involved in resolving the case.

 

Use Proven Methods to Resolve Customer Issues

imageContactSuite CRM’s integrated knowledgebase gives agents immediate access to product information and support documentation.  Dynamic scripting guides agents through diagnosis or triage processes so they can quickly determine the cause and step the customer through resolving the issue.

 

Any issues that can’t be resolved on the first contact can be used to generate a case which tracks the process of resolving the customer’s issue as automated workflow routes the case to the right people in your business or even your supplier’s business for resolution.

 

ContactSuite CRM’s email template facility reduces the effort involved in responding to customer emails.  Agents simply search for the right template, tailor it specific to your customer and then send it.  The email text is stored against your customer’s record for future reference.

 

Know How Your Support Operation is Going

imageOnline, real-time reports give you an immediate view of agent and account performance, including call volumes by call type, number of cases opened and closed, First Call Resolution rates and other metrics that let you optimize your customer care or tech support operation.

 

Call outcomes are tracked using Call Conclusions which can be used for reporting and to trigger other actions.  They can also be used to keep track of product faults or customer issue types so that you can identify trends early and take action.

 

Because ContactSuite CRM is integrated with Microsoft’s powerful data visualisation tool, Power BI, you extend your date analysis capability to beyond ContactSuite CRM’s standard reports and mine your data to generate additional insights into your business.