Customer Service Management
Your customers have high expectations when it comes to finding answers and getting their needs resolved as soon as possible. The customer service solution is first built to reduce the volume of calls coming in by automating simple requests and answers before they even enter the queue, leaving the more nuanced issues to the experts.
REDUCE RESOLUTION TIMES
Businesses using Customer Service Management have seen resolution times reduced by 100% by removing the silos between critical departments, customer service teams get to the correct information and resolve issues faster than ever.
SMART AUTOMATION AND ROUTING
By adding AI and Machine Learning capabilities to the CCM, cirtual agents can smart route problems to the appropriate departments or human agent as well as answer routine questions or start routine tasks such as field changes or password resets.
CUSTOMIZED TO PREFERRED CHANNELS
Customers want to get their questions in their preferred method of communication whether that be phone call, online chat or social media. CCM can be custom built around your most common platforms. Including adding virtual agents to chat features and custom menu to phone calls. That only routes to humans when necessary.