customer support automation
DESCRIPTION
Customer Service – not a Cost but an Opportunity !!!TRANSCRIPT
Build Customer Satisfaction not your Business Costswww.impelcrm.in
Impel Customer Relationship Management (CRM) enables Organizations transform
Customer Support
"We wanted a system that was easy-to-use, quick to implement and at Indian prices.
With ImpelCRM, we got all that and more."
Alok Modi,CEO, Modi Tyres Company Pvt. Ltd.
Supporting customers is a necessary part of doing business in today’s world. Customer Relationship Management has been given so much importance these days than ever before and your CRM must put your Customer at the center of your business.
Making CRM an integral part of your daily business processes can reap ample number of benefits like improving your sales, optimizing effectiveness of marketing campaigns and resolving issues quickly. Overall enabling you to enhance your business !!
Customer Support is an integrated part of Impel suite.
Impel’s Customer Support module empowers you to track customer satisfaction at the most granular level possible by allowing support executives to better manage their customer service and support operations in many ways.
The Customer Service Automation allows you to build and retain customer satisfaction by resolving issues efficiently.
Consistent access to up-to-date information across domains of your organization.
Continually improve Service Effectiveness across all customer touch points with a contact center, manage agent activity and resolve bottlenecks.
Impel CRM allows users to better manage their customer service and support operations in many ways.
• Make your agents productive and customers happier with the Multichannel support module.
Call Center
• Centrally store and manage important support information to continually improve Customer Service effectiveness .
Knowledge Base
• Support agents can record, track access a 360-degree view of user tickets to provide effective customer support.
Ticket Management
Portal
Leverage productive Inbound Call Center with Impel’s Customer Support Automation Module.
POTS
800
PRI
GSM
Asterisk Server
Server Cards
POTS EPABX
Phones
VOIP Phone
Win/Lin PC with Headset
Users access Impel across the Internet.Users use VOIP phones or software on their desktops to talk.Incoming and outgoing calls terminate at the local Asterisk Server.Asterisk Server can be configured to forward calls on specific extns., etc. to PBX.Server has special hardware (cards) to integrate with POTS, PRI and GSM networks.
With the Inbound Call-Center Edition, day to day operations becomes much more productive, since the integrated call router automatically routes the
call to the free agent resulting in shortening the mean time to answer. When the call is picked up, all relevant data regarding the called person pops
up on the agents screen automatically. A simple point-and-click interface, allows the CCE
to record the results of the call quickly and efficiently resulting in a productive Call Center.
Empower you support agents with Impel’s greatTicket Management Portal
The core of Customer Support is the better management of User Issues. Impel’s Ticket
management portal allows agents to track and see a detailed view of users requests, responses
and related activities. These can be a phone calls, emails or other types of exchanges- all easily tracked in the ticket portal interface. This not only centralizes customer support but also help to bridge the gap between sales
and support.
Fig. Ticket Management Portal with a preference driven menus and fields.
Service Request Management
Servicing is key to Business Growth. And if you sell products that need regular service, scheduling and tracking such events
becomes a major responsibility. Every service call that you miss means loss in service revenue. Impels Service request module
covers this and many more challenges associated. Impel eases the service requests creation, scheduling service
calls with reminders, reassign and reschedule calls, SMS updates to service engineers etc. This can easily reduce the cost
of service operations internally, can turn your services into a trackable and repeatable revenue-earner. At its best, track the
needs of your Customer.
Centralized Information Store – Knowledge Base Module
For providing a consistent and satisfying service experience for customers , one must have access
to the right information instantly. Impel CRM provides its user to create a centralized data
repository through its Knowledge Base module. KB is a store for company data, product
information, best practices etc. This makes availability of all relevant data simpler and
quicker. FAQ’s could aid the support agents with common issues and the best practiced ways to
restore services quickly and accurately .
Fig: Form to add a Knowledge Base item, KB is a centralized data repository
Delivering world class Customer Support becomes a Reality
Call Center with automated dialer saves time and effort of support agents allowing you
to leverage a more productive Call Center.
Centralized Knowledge Base with best practices and FAQ’s
for a faster and accurate resolution at no extra cost.
360 degree view of User Issues reported , tracked, updated
and resolved efficiently in the Ticket Management Portal.
Build and retain Customer Satisfaction, turn your
Support Center to a Revenue generator with Impel’s Service
Request Management.
Impel Customer Support Module
Customer Service – is not a Cost but an Opportunity. An opportunity to correct Product faults in the consumer’s mind. An opportunity to identify new features for our product. Most importantly, an opportunity to find new sales leads. Our Customer Service is good because that’s good for “US” as much as for our users.
Kishore, CEO, Impel CRM
A highly comprehensive yet fast-to-deploy CRM solution, Impel CRM goes far beyond any other Software-s-a-Service (SaaS)offering. Bring clarity to your sales and accelerate processes, build long-term customer relationships, boost call center efficiency and derive business intelligence. With Impel CRM you can do all this and more – leveraging an easy-to-use and highly tailorable solution offered at a predictable per user, per month price !!
http://www.impelcrm.in
Our integrated suite of on-demand CRM application is relied upon by the Customers to align their business to accelerate Sales.
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