Social Media
bronze
silver
gold
platinum
Facebook / Twitter
Scanning Facebook and Twitter and engaging the customer.
Customized
Monitor 5 other sites you choose to obtain feedback and engage customers.
Connecting with the Customer
bronze
silver
gold
platinum
Entry Portal
A button on your web site that provides a gateway for Customer input.
Branded Interface
Branded button and input templates.
Customized Input
Custom developed input templates.
Blending Channels
Various access channels for customers: email, phone, text, mail, fax, customer service personnel.
Contact
Receive and respond to feedback through customer’s preferred communication channel.
Customer History

Complete records of all customer communications and interactions, in-progress and historical.

CRM Interface
Interface capability to CRM platforms and legacy customer databases.
Internal Collaboration
bronze
silver
gold
platinum
Manual Routing
Direct cases to the right people in the organization.
Auto Routing
Auto-route cases to the right people in the organization.
Prioritize
Automatically prioritize based on your criteria.
Case Split
Take one case with multiple feedback parts and direct each part to the right person.
Escalate
Efficient and tailored escalation for senior management.
Supplier Collaboration
Complete management of cases involving suppliers and outsourced agencies.
Due Dates & Reminders
Apply deadlines and send reminder alerts to all people involved in the case.
Real-Time Tracking
Single view tracking information on each case; status, participants, activity, deadlines.
Response Productivity
bronze
silver
gold
platinum
Manage Documentation
Import, share, and file documents needed in the completion of cases.
Generate Correspondence
Auto-create correspondence for pre-determined situations and reponses.
Knowledge & Help
Wiki database for policies, direction, knowledge base, and guidelines.
Fulfillment
Initiate compensation to customers or commendation awards to your people.
Winning Your Customer & Your People
bronze
silver
gold
platinum
Organization Performance
Dashboard for reporting on the performance of your Customer experience and touchpoints.
Customer Response KPIs
Comprehensive reporting on the performance of your customer relations processes, such as turn times and meeting deadlines.
Customer Feedback Loop
Customer scoring tool to report on their satisfaction with the response.
Marketing
Facilitate targeted execution of marketing programs with selected customers.
Commendations
Facilitate employee recognition to reinforce winning behaviour.
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