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Offer 360-degree view of interactions
and knowledge to customers, agents, store
personnel, and field managers
Challenge
Customers choose the most appropriate
contact channel for their situation.
When they have time they may send a
detailed email but follow up with a
phone call if the issue becomes urgent.
When a customer issue is fragmented
across different contact channels there
is nothing more frustrating for the
customer than to be told “Sorry,
I don't have access to the emails you
sent; could you tell me the issue from
the beginning.” |
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Solution
To avoid the customer having to be the “glue”
between different parts of the Customer Service
organization, Telecom organizations are using
eGain solutions to implement integrated, multi-channel
customer service solutions that:
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Track all
customer contacts by email, web self-service,
phone and chat |
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Ensure consistent
responses across all channels |
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Enforce appropriate
service levels |
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Implement
effective case management so that, for
example, when a customer issue is closed
via a chat session or phone call, any
outstanding emails on the same topic
are also closed |
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Integrate
to customer data so that agents don't
have to access other systems to check
on Account or Service issues and don't
have to ask the customer unnecessary
questions. |
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FIND
OUT how an eGain-powered CIH can help telecoms turn customer
service into a true differentiator |
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