| |
|
|
 |
|
|
|
|
|
Ensure customer satisfaction
Challenge
Your customers want choice and convenience
when they need help. They do not want
to be boxed into one service channel.
Their choice of channel depends on the
nature and urgency of their inquiry.
For instance: |
|
|
|
|
 |
For many customers
the web is the first point of contact
and their preferred contact channel. |
|
Customers
choose email for non-urgent issues and
when they would like a record of the
response. |
|
Customers
choose chat when they want to multi-task
or when they would like to remain anonymous. |
To ensure effective customer experience through
self-service, telecoms needs to offer channel
choice, while guiding customers through appropriate
channels that match their query type and address
their urgency.
Solution
Using eGain solutions, telecom clients offer
choice of service channels to customers across
the web, email, and chat. Matching customer
expectation with the right channel of service,
the eGain SelfService helps deliver effective
responses using a common knowledge base.
|
|
|
Effective
web self-service reduces the cost of
responding to customer issues. |
|
Automated
or assisted email responses deliver
a great response at a fraction of the
cost of phone call. |
|
Agents handling
multiple chat sessions offer a more
cost effective alternative to phone
calls. |
|
| |
|
|
|
 |
 |
 |
FIND
OUT how an eGain-powered CIH can help telecoms turn customer
service into a true differentiator |
|
|
 |
|
|
| |
|
|
