The Key to Prompt and Reliable Customer Support

The prime objective of this application is to help the support personnel's /employees in replying to customer queries more efficiently through real time chat and massive knowledge base search. The application has two basic modules:

• Knowledge Base
• Online CSR

 

Knowledge Base

The eCRM application allows for building a powerful knowledge base that the online visitor's/client's can use to get answers to their queries without having to talk to the support representative.

Here visitors can look for various topics/queries, the topics/queries are compared with the current database of the Knowledge Base, and if a match is found, then all the relevant topics are displayed, solving the visitors query in no time.

If there is a specific topic/query for which information is not provided in the Knowledge Base, the visitor can submit the topic/query to the Customer Support Manager (CSM) for a shortly or can chat with an online customer support representative (CSR).

After replying, if the CSM feels that the topic can be added to the Knowledge Base database, he can do so through the Control-Panel.

 

Online CSR

For the queries, which are not listed, a client/visitor can chat with the CSR online in real-time. If no CSR is online the customer can send a topic/query to the CSM for a reply.

The CSR can effectively help to organize and manage a potent customer support force. A CSM can add/manage CSR logins, view all chat between CSR and customer, view the action taken on individual customer queries and ascertain CSR performance. To avoid confusion and excess work pressure, a CSM can forward the IM from a customer to any other online CSR or conference with other CSR's.

 

Features

• eCRM Application can be easily integrated with your existing website.
• Customer can initiate contact via Instant Messaging (IM, online Text Chat) with Customer Service Representative (CSR) at the touch of a button.
• System can be customized to handle other languages.
• CSR can forward IM to another CSR by name or by group.
• CSR performance can be rated by a customer through an online CSR assessment questionnaire.
• Each CSR's chat log summary can be reviewed on Daily, Weekly, and Monthly basis.

For more information contact a Planet InfoSoft Account Manager Now!