LiveCRM's integrated service and support system allows easy access to data records and increases your support responsiveness and accuracy. This helps meet customers' needs as well as track support outcomes.
In your online customer Service portal, customers can search for solutions, log new cases, and check and update existing cases 24/7.
Central documents repository
Give users access to all the most up-to-date materials - including marketing collateral, product brochures, presentations, and more - in a repository that's available anytime, anywhere and is always up to date. Sales reps can respond quickly and easily to requests for information, whether they are in the office, on the road, or at an airport kiosk.
Knowledge base
The Internet is quickly becoming the preferred service interface as people become more comfortable doing their own research on the Web. Sharing your expertise with customers online is easy when you publish your entire knowledge base - or designated portions of it - in a self service portal. Customers can browse or search for answers to their questions without having to contact an agent,
Outbound communication.
Using the best and latest in Voice over Internet Protocol (VoIP) technology, you can now have a fully loaded PBX system and maintain the company’s telecommunication infrastructure more efficiently while saving significantly on your overall telecommunications bill.
The most valuable part of this service is that you can manage your entire telecommunications system online from within the LiveCRM Portal. Managing multiple extensions and setting up call flows can all be done from within LiveCRM.
Manage customer service requests more efficiently
LiveCRM understands the value of prompt responses to incoming service and support enquiries regardless of the channel they have been delivered from.
The track and alert mechanism at this level automatically picks up the incoming support request and first forwards it to the Team Leader via emall. The second trigger then distributes the case randomly to any one of the support agents in the organisation that fit the skill criteria.
The system is intelligent enough to qualify which department should receive what kind of support request based on pre-defined department expertise areas. |
