Why is this important?
One in two customers contacting your help desk department will choose to do so via phone (Customer in the Digital World, 2016, PwC Poland). The way in which customer service handles their issue will influence their opinion about the entire company.
Improve phone service to meet the ever-increasing expectations of customers.
1. Caller identification
Identify your customers by their phone numbers, even if they are contacting the help desk for the very first time.
A set of additional information to help improve ticket processing will be displayed on the agent screen during the call.
2. Call statistics and logging
Improve your customer service processes by analyzing the collected data. Download ready–to–use, preconfigured graphical and numerical reports (e.g. Excel, PDF).
Keep recordings of conversations attached to specific tickets in the system.
3. IVR. Interactive Voice Response
Handle multiple tickets at once.
IVR (Interactive Voice Response) handles calls without a consultant’s participation. It guides your customers through the available options that they can select using the phone keypad. The conversation scenarios may vary based on factors such as the day of the week, caller’s number and language selected.
After determining the purpose of the conversation, the system will either resolve the problem automatically (e.g. by changing the user’s account settings as requested), connect the caller with the appropriate consultant, or instruct them on where to find the solution – e.g. a specific section of the company website.