Facebook / Twitter
Scanning Facebook and Twitter and engaging the customer.
Monitor 5 other sites you choose to obtain feedback and engage customers.
Connecting with the Customer
A button on your web site that provides a gateway for Customer input.
Branded button and input templates.
Custom developed input templates.
Various access channels for customers: email, phone, text, mail, fax, customer service personnel.
Receive and respond to feedback through customer’s preferred communication channel.
Complete records of all customer communications and interactions, in-progress and historical.
Interface capability to CRM platforms and legacy customer databases.
Direct cases to the right people in the organization.
Auto-route cases to the right people in the organization.
Automatically prioritize based on your criteria.
Take one case with multiple feedback parts and direct each part to the right person.
Efficient and tailored escalation for senior management.
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.
Single view tracking information on each case; status, participants, activity, deadlines.
Import, share, and file documents needed in the completion of cases.
Auto-create correspondence for pre-determined situations and reponses.
Knowledge & Help
Wiki database for policies, direction, knowledge base, and guidelines.
Initiate compensation to customers or commendation awards to your people.
Winning Your Customer & Your People
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.
Facilitate targeted execution of marketing programs with selected customers.
Facilitate employee recognition to reinforce winning behaviour.