Features
 
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Hear, understand, engage and lead the conversations that occur on-line.

Real-time monitoring of 7 social media channels provides the means to engage with consumers who are talking about the company’s products or services.

After monitoring and engaging in on-line conversations, the consumer’s contacts and feedback can be imported into a Resolution1 case management file and the full toolkit is available to deal with the specific issue.


 

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Obtain a customized gateway via your company's web site directly to Resolution1.

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Input tools will be provided to serve all points of customer access: such as email and phone.

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Log and track all elements of the customer’s feedback, contact details, and profile.

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Access complete records of all customer communications and previous interactions, in-progress and historical.

  • Receive feedback from your customers through any channel and respond to them through their preferred channel.
  • Understand your customers and designate their value to your company, allowing for priority response as needed.
  • Dynamically receive and pass customer data & history to your CRM or legacy databases to eliminate duplication and ensure all profile information is at your fingertips.

Internal Collaboration


 

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Auto-route cases to the correct person in the company for investigation and assistance.

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Automatically prioritize cases on customer value or other attributes.

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Take one case and split it to the component complaints, praise, or requests for urgent service.

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Escalate to senior management and collaborate with outsource agencies.

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Manage deadlines, issue urgent notifications, and track every case in real-time.

  • Each case can be divided as needed for automatic routing to the right person for any issue, praise or an urgent need for service.
  • Understand the status of your cases, quickly, easily and ready for action.
  • Urgent Notifications are defined by you for the most critical situations, true control of the highest priority actions.

Internal Collaboration

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Tools for the easy importing, routing, and filing of documents needed in the completion of cases.

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Generate auto-created correspondence for pre-defined circumstances.

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An easy-to-use Wiki help function with your database of knowledge.

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Real-time communication tools to quickly share critical information.

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Interface to clients' systems to initiate compensation or commendation.

  • A full suite of productivity tools to efficiently build a high quality response for your customer.
  • All case information is right at hand to quickly access all data required.
  • Pull everything together in one place for each case, or grouping of cases, and send the complete response to your customer’s preferred communication channel.

Response Productivity


 

 

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Reports on trending issues that face the company.

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Analytics on the performance of the customer relations function.

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Resolution1 allows customers to report back on their satisfaction with the recovery process.

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Enables the execution of post-­recovery marketing and promotional activities for customers and recognition initiatives for employees.