Transform Your Contact Center From a Cost Center to a Robust Customer Engagement Platform
Modern contact centers equip you to engage with customers at every stage of the customer’s journey - from answering them in the awareness stage to handholding during the decision-making stage to offering support after purchase. It transforms your support center into a thriving engagement hub.
Why Modern Contact Centers Now
Enables omnichannel communication: All customers won't hold on the line till you answer the call, nor will they wait till the next day for a solution. Your customers want quick answers at their time and on their preferred platform. Modern contact centers enable you to engage with your customers across every touchpoint seamlessly. Be it email, voice call, chatbots, or social media platforms, modern contact centers have got you covered!
Builds a customer-centric company: Modern contact centers are not just about providing support to the customer. From mobilizing the different teams to reengineering or setting up new business processes, modern contact centers compel you to think about the customer and deliver meaningful business transactions at the speed of light. It percolates across the company and develops a customer-centric culture among employees.
It hurts to break this news to you.
If you’re still using legacy contact center technologies, you are going to have a little tough time ahead. The cost to serve your customers will keep going north (increasing) and the customer experience will be going down south.
Customers are smarter and well-informed than what they were a decade ago. They prefer to engage with businesses at their chosen time and on their preferred channel of communication. They do not like to be taken casually. If you are solely relying on the existing contact center to support your customer, it’s time to move on before you stay behind!
Today, the number of brand advocates counts more than the number of customers. Providing an excellent customer experience is as crucial as generating profits. The expectations of the customers are increasing. Shun the legacy contact center and move to a robust and advanced modern contact center.
Transform your cost center into an engagement hub:
Modern contact centers equip you to engage with customers at every stage of the customer’s journey - from informing them in the awareness stage to handholding during decision-making stage to offering support after purchase. It transforms your support center into a thriving engegament hub.
Enables omnichannel communication:
All customers won't hold on the line till you answer the call, nor will they wait till the next day for a solution. Your customers want quick answers at their time and on their preferred platform. Modern contact centers enable you to engage with your customers across every touchpoint seamlessly. Be it email, voice call, chatbots, or social media platforms, modern contact centers have got you covered!
Builds a customer-centric company:
Modern contact centers are not just about providing support to the customer. It percolates across the company and develops a customer-centric culture among employees. From mobilizing the different teams to reengineering or setting up new business processes, modern contact centers compel you to think about the customer and deliver meaningful business transactions at the speed of light.
Excellent! Building a positive customer experience is no more an option. It’s perhaps the ONLY way to grow your business exponentially. You’ve taken the right decision of shifting the gears.
So, how do you move from a Legacy Contact Center to a robust and scalable Modern Contact Center?
Boost Service Effectiveness and Increase Customer Satisfaction!
Today, customer demands uncompromised speed and responsive services across every channel from call center to email and social web. With Claritas™, you will deliver it all under one integrated platform. Corporations can provide helpdesk support to their customers via a toll-free number, website and email. We have everything you need to amaze your customer and keep your support team productive.
Automate Your Processes
We revolutionize your customer support experience into a robust service process with features spanning case routing, queuing, assignment, escalation and notification. System lets you keep track of customer complaints from various channels and sources. Feedbacks coming in from web, emails and calls; can be automatically created as a case to yield greater consistency. You can configure business rules for queue management and case auto-assignment based on type, priority or source. All email correspondence between staff and customer are logged within the case for traceability in the event case ownership transfer. Built-in workflow such as new case notification, customer satisfaction survey form, deadline reminder and overdue escalation, are part of the overall features helping you to increase effectiveness and standardizing support activities.
Service Level Management
Claritas™ has the ability to track and monitor the service efficiency of your accounts, products and contracts. You can create job sheet or task calendar to keep track of field-based worker / technician deployed; and associate them to customer cases. If you are relying on third party vendor to deliver the services, you can transform Claritas™ CRM into facility management to monitor your supplier, ensuring they are delivering up to their service level promises. Contract management module is also included where you can add, edit and track contracts associated with products and companies. You can easily check on maintenance contract validity before deploying your service team; and create renewal reminder or expiry notification for account managers and customers.
Computer Telephony Integration (CTI)
Claritas™ lets you confidently build and deploy world-class contact center through integration with leading technologies on telephony switch, automated call distribution (ACD) and voice recording products. Combining various technologies, you have a completely integrated system that not only consists of inbound and outbound solution, but also value-added functionality on quality monitoring, interactive voice responder (IVR) and speech analytics. You can have screen pops accompanying incoming calls, to display contact information from CRM database. You can have call recording tagged to cases to help resolve disputes and aid staff training. You can search contact address book from CRM and speed dial from application. Most PABX also allows triggering of call control manager features such as dial, answer, hold, park, conference, set forwards, call back and DND from your software interface. With CTI, the call center experience will never be the same again.
Track Service Level Systematically
Claritas™ supports multi-task escalation across business units with custom SLA (service level agreement). The feature of multi-issue escalation within a single case lets your measure internal KPI and external KPI independently. You can evaluate agent productivity by tracking the issue turnaround time; while the case aging report tells you how well you are delivering as per committed SLA. System lets you define holiday settings and custom work schedule, so that SLA for cases coming in during non-working day or outside office hour gets calculated accurately. Our success stories show that organizations have benefited with 27% increase in customer satisfaction – by ensuring your SLA commitment to your client is met!
Spend More Time with Right Customer
Claritas™ lets you manage lead information from the very beginning of business cycle. After all, CRM for marketing is about distinguish new prospects, promote leads and qualify opportunities. You can record all relevant activities, relate information to customer and classify them into various statuses or categories. Along the journey, you will obtain improved data accuracy by having system to detect and merge duplicate records. As a result, you can easily perform customer segmentation based on demographic filtering, generate quality target list and pinpoint audience group for cross-selling, up-selling or any marketing means. With Claritas™, we help you to get your marketing mix right by telling you which marketing channel is the most effective or yield the best result. There is no doubt that you will observe phenomenal improvement to your organization’s lead handling process.
Turn Experience into Knowledge Base
Transform customer feedbacks into clear and actionable knowledge! With the historical case and issue data, you can harvest deep into it and identify common support issues to establish solution base. Knowledge base can be used to speed up resolution time for similar problem in future. Claritas™ CRM expertly advises on troubleshooting steps and solution options based on category or product type. Supervisor can define best known methods in knowledge base and use it as document repository to train up new support staff.
Are you Ready?
Business support automation lets you provide the level of service that customer desire; and maintain the consistency that keeps agent at optimal performance. Streamlined process goes a long way in helping you resolve issues quickly and accurately, boosting both service effectiveness and customer satisfaction. Retaining customers and forming long-term customer relationship is the most important factor when comes to implementing a CRM solutions, and Claritas™ with its support & service management features, certainly lives up to its expectation - Helping You to Care for Your Customer!