and more of consumer email inquiries deflected from the contact center
and more deflection of dealer email inquiries from the contact center
and more website visitors find accurate information online
Many telecom providers are struggling with the cost of service through email and chat. Customers seem to flood these channels with requests that are not suited for resolution through email or chat. For instance, helping a customer troubleshoot a phone setting problem over email is not efficient.
What is needed is a well-designed multichannel web customer service strategy that includes self-service, email, and chat options working in concert to help the customer. eGain helps telecom clients implement email and chat channels as seamless escalation options from web self-service. This ensures that the customer has been offered all relevant content before being directed to an assisted service channel.
In addition, clients deploy sophisticated, interactive web forms leveraging the eGain platform to ensure that all necessary content is provided before submission. Integrating customer information into the escalation process ensures that inquiries from different customer segments are assigned appropriate service levels and escalation options.
Accurate routing of email and chat inquiries in the eGain solution ensures that they are fielded by appropriately skilled agents who efficiently deliver consistent responses using the same knowledge base that would be used for calls and web self-service.