Customer Services
Make great customer service a key contributor to your marketing success
If you want to run effective, customer-oriented marketing campaigns you need to back them up with great service when the customer calls. Critically, you need to offer a service based on the same information that you use to generate your campaigns.
Agillic makes this a reality, with customer service technology that delivers a consistent, knowledge based experience to both customers and representatives alike:
The human interface – Extend marketing campaigns right through to the human interface, including customer service representatives, telemarketing agents and POS specialists
Personalised Service – Ensure high value or high risk customers receive a personalised and effective experience as soon as they call with tailored IVR messages that reflect their individual needs
Next Best Actions – Telemarketers are more effective and customers more satisfied through directing ‘next best actions’ based on current campaigns and customer information
Interaction capture – Collect all customer responses for real time use across all available interaction channels
History management - All actions and activities are recorded for better customer management, with each previous communication available in real-time for the customer service representative to view and act on
Trouble Shooting – Our integrated question and answer tool guides cusotmer service representatives through frequently asked questions, with automated follow-up digital communications using questionnaires to ensure each customer query has been adequately resolved.
These sophisticated techniques result in substantial improvements to both customer experience and staff performance:
- Empowered customer service agents work more effectively
- Customers receive a more consistent experience and better service
- Increased opportunities for cross-selling and upselling are generated
- Positive carefully managed customer relationships reduce churn and increase revenue
- Customer Service costs are reduced with the use of personalised IVR technology
Efficient call handling in the call centre optimises customer service representatives' time and turns problems into cross selling opportunities.
To align customer services with your marketing campaigns, contact Agillic today
