Integrated Case Management
Case Management With Contact Center Integration
Easily copy knowledge articles for case resolution
Track Service Level Agreements For Each Case
Record Activity Notes
Add call notes, including file attachments
Advance Search Capabilities
User Feedback Surveys for ServiceImprovement
Dashboards & KPI Reports
Adhoc Reporting engine & Auto reports scheduler
Mobile Apps for IOS and Andriod Devices, to increase your team mobility
SMART Voice of Customer – VoC Software Solution
SMART Voice of Customer – VoC Software Solution, helps organizations to maximize customer satisfaction and increase revenue while minimizing the cost of delivering an outstanding customer experience. SMART VoC provides a customer can have variety of channels to communicate with you about your business, including web portal, email, mobile apps, SMS and social media posts. Your Customer Relationship Managers can have access to Customer feedback analytics, which summarize information captured across multiple channels, so that they can analyze it efficiently, and share it across your enterprise for quick decision making to ensure high degree of customer satisfaction.
With SMART VoE Solution you can foster employee engagement, retention and productivity. Your satisfied employees can create more satisfied customers and Improve processes, products, and services, and ultimately your organizational profitability.
Features & Benefits
- Customizable user interface, which can be integrated with your website or customer portal
- With an easy to build, service catalog, organizations can present to customer pre-defined services / queries related to customer relations.
- Automate workflows to stay ahead of deadlines with integrated Email / SMS reminders and requests, plus automatic routing of forms among managers, employees, and peers.
- VoC tickets can be submitted either via Self-Service / Help Desk / Mobile Apps / Email and cases are automatically assigned to a designated customer specialist or team for fulfillment.
- Design and deploy Customer Satisfaction Feedback Surveys
- Multi – Platform: We can capture customer inputs from websites, touch screen kiosks, iPads, mobile phones and other emerging technologies
- Set up customizable real time alerts to react quickly
- Dashboards and Reports for Customer Relationship Management Teams
- Streamlines Customer service delivery by using business process automation, which enables you to increase productivity, accelerate business performance, and lower your cost of ownership.
- Proactively understand customer feedback and customer concerns.
- Reduces legal risk of your organization, as customer interactions are stored.
- Increase efficiencies and reduce costs of Customer service delivery by having automation.