Traditional call center customer service staff must use several software applications to serve customers do? Up to 44% of customer service in solving a customer's problem, need to more than three software applications, a long time when the customer's problem, use the number of applications is expected to increase to as many as two dozen. Customer service personnel to copy and paste between applications of various types of action, not only easily lead to the occurrence of errors, will produce unnecessary waiting time, problem solving, customer satisfaction, staff efficiency will have a negative impact.
Fortunately, companies have begun to perceive multi-channel customer service systems integration needs, customer service applications will use every day, with other business processes and external applications integrated into one, known as multi-channel customer service platform. This system will other enterprise systems and applications linked together, can link multiple channels, telephone, e-mail, micro letter, microblogging, instant messaging and so on, so that the customer service staff can easily and quickly resolve customer issues. 12341
Integrated customer service platform can provide a full range of customer information to customer service staff, immediate understanding of the information related to the customer, customer service no matter what the need, even stored in the CRM / ERP systems, customer service can be found in their system platform .
In addition to the above, many companies are promoting full customer interaction channels, integrated online customer service system platform to a single interface to handle various channels of issues - customer service staff respond in a unified customer service platform customers through e-mail sent by problem, then the system can respond to customer questions in another microblogging.
Full channel customer service system has the potential to reduce the processing time of each call, and to enhance the rate per call problem is solved. If the company can eliminate customer service behavior and try to log in to multiple systems to find out the required information, customers can avoid being idle, effectively reducing each incoming call talk time. If the talk time for each incoming call can be reduced from 10 to 15 seconds, you can see significant benefits in the cost.
Today's customers are whole channels, call centers have to conform to this trend, through its wholly-channel online customer service system (to Udesk for example), customer inquiries from different sources are integrated into a single client system, customer service staff can a first time without omission receives advice from the micro-channel, telephone or e-mail, and seamlessly switch between various channels.
Management class, integrated online customer service system can also reduce their workload, because all the customer service staff are using the same system, supervisors can easily assessment and view the interaction between them and the customer, but also to compare the different interactions the performance of individual customer service and overall customer service center under type, the supervisor may go through a more consistent standard of performance assessment, customer service staff of each click, button, can be traced disposal and management. But also because all the same system, managers can more easily customer service staff to move from one activity to another, product lines or interactive channels. The tool also allows customer service executives to master how to use these applications to address customer issues, executives can improve the efficiency and automation of repetitive tasks through these information.
Full online customer service channels can reduce training time customer service staff, a new customer service staff only need to become familiar with a system that, once they learn how to use this integrated system, if there are new products, new systems or adding new path does not matter , because the underlying technology is still the same.
Full channel online customer service system where?
Udesk Enterprise Intelligence Platform is committed to customer service will integrate various customer service channels, simplifying the corporate customer service, customers can communicate on any platform with the fastest and shortest way of customer service, resolve problems quickly, while customer service can be a platform handle customer inquiries on a variety of channels, whether telephone, web, wap, app, micro-channel, microblogging, instant messages can be resolved.