Within any contact centre environment, keeping on top of customer enquiries can be very challenging indeed. Our fulfilment platform provides a centralised dashboard for all addressing, profiling and transactional information, consolidating it into a single view for customer service advisors. Whether your customer wants to place an order, register a complaint or enquiry, or schedule a return, you can handle everything from one place.
If your advisors work evening or weekend shifts or if they can’t answer a question, they may need to assign the enquiry to another team member who may not currently be available. Where this is the case, a call back or follow up jobs can be raised, and then assigned to the relevant person. Follow-up jobs can also be automated. For example, where a customer calls to request a catalogue, a follow-up job can be automatically raised to contact the customer in, say, 7 days’ time.
CustomerServices@, Info@, Sales@ - Customer-service emails can be very difficult to manage, particularly where multiple customer service team members are all trying to access the same email folder.
Our platform integrates with Microsoft Exchange to allow all users, who have adequate permissions, to access a shared customer service inbox. This allows all customer service advisors to see all the customer service emails in one place. Advisors can quickly generate “Customer Service Enquiry” jobs from the emails received so that they can be properly followed up.
Jennifer Bailey, Owner of Calla Shoes.
We help companies around the world improve their order fulfilment and delivery performance. If you would like to discuss your requirements in more detail, please contact us.