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communication between consumers and companies is laced with
misunderstandings Social CRM
consumers are online 24/7
to communicate consume conduct their business
contact centers however still rely on traditional analog approach to service
much left is manual processing
and constant switching between media change
to a new service experience change from manual
too high techs
solutions from high-techs help many of the world's top brands to serve their
customers
with near-real-time service experience here's how it works
whatever channel a consumer users to send a message
the topic of this message is automatically classified
relevant data is extracted and the case is enriched with existing case
information
it's answered automatically or routed with the best possible response
to available service agents now Service agents will see the entire customer
history and the proposals from the knowledge base
poor important comments on the customer Service agents are able to tag cases
to drive outbound sales campaigns Social CRM on web sites are highly adaptive
enterprise search
will have to find the right information and benefit from the suggestions of
other users Social CRM
and if the search results do not match visitors will automatically be invited
into a chat session with a specialist for immediate online support one single
solution
to process customer enquiries across all channels
automatically and it gets smarter every new day
knowledge is key to every business process automation
high-techs good to know