客户服务 CRM

使您的代理能够提供更快速、智能的服务

客户体验是领先品牌商的关键差异化因素。然而,前线的员工往往会遇到无数的应用程序和数据库,以便回答单个客户请求。从您的联络中心获得最佳效果意味着为您的代理提供一个简单、直观的桌面应用程序,可将所有相关的信息汇集一处。IFS 客户交互™(CE)平台提供独特的解决方案,可以整合整个企业的相关客户数据以及联络中心渠道,并根据需要添加案例管理和其他CRM功能。

与传统的CRM方法相比,我们的目标不是取代现有的企业系统,而是将其作为一个基于多个后台系统之上功能层,以简单、智能的方式向客户服务代理提供这些数据,指导他们完成复杂的请求,并在适当的位置提供数据以支持决策。

这样的客户服务桌面大大减少了代理商搜索数据和处理请求所花费的时间,同时使前台员工能够处理更多事情,提供更优质的客户体验。

Making complex customer service simple

CRM for the service and support center: IFS Customer Engagement provides a desktop application that delivers extensive CRM and case management functionality, uniquely configured for contact center agents.

In contrast to the traditional ‘rip and replace’ approach, if existing CRM or other enterprise software is already in place, the IFS CE desktop can augment this functionality. It seamlessly blends customer data for the agents, enabling them to transcribe to underlying systems from their single ‘fit for purpose’ agent application. This allows agents to deliver rapid service while allowing businesses to maximize their existing CRM investments as well as those in other API-enabled external applications.

Where case management is required, IFS CE delivers a complete solution, enabling users to create and assign, transfer, track and escalate cases and manage workflow. The unique grouping functionality ensures any new customer communications in the queue related to a single case are collated and simultaneously delivered to the most skilled user.

Business rules can be applied on specific case types to govern how they are assigned and manage any automated processing. Dashboards provide supervisors with insight into current and historic cases and can be filtered and prioritized against a variety of criteria to enable exceptions to be handled effectively.

Read Fitness First’s Success Story

Transform agent productivity with unified agent desktop software 

40% improvement in service center productivity: The contact center is awash with patchwork technology systems including CRM, email tools, order processing, dialers, trouble ticketing applications and more. But the lack of integration between these systems results in agents’ time being spent surfing and manipulating multiple screens and data rather than talking to customers and resolving their issues. A unified agent desktop resolves these issues, while boosting productivity and creating a more focused customer service.

IFS’s pioneering concept of the unified desktop pulls together customer data from disparate sources and wide systems into a simple, single agent view of the customer. It consolidates communication channels into the same application, allowing agents to easily navigate multiple systems without having to leave one screen.

The desktop guides agents through complex transactions, managing workflow and presenting agents with contextualized data, guidance, and forms at the appropriate point to support decisions. This prompts the agent to collect the required data and guides them through complex processes.

Configure and evolve: IFS CE enables customer service staff to configure and evolve the agent desktop themselves as processes and products evolve. The drag-and-drop design studio enables users to manage data models, workflows, business logic, validation and other user-experience elements.

Infographic: Simplify customer journeys for agents

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Resolving multi-channel mayhem

 

How do businesses move away from agents surfing multiple systems while reducing costs and customer frustrations? This paper considers the options available and draws on research that identifies the unified desktop as the essential tool.

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Indigo Parking

 

“We now work in a fundamentally different way, as the system is able to route and prioritize requests according to rules that we set in place,” Caroline Theobald, Commercial Manager, Indigo UK.

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