The level of service your customers dream of will also:
Increase customer satisfaction & retention. Deliver a fully integrated online service
center for your customers, allowing them to easily find help,
get fast and efficient serivce, and do away with repetetive
communications with your reps. ServiceTraq maintains all case
history available for quick viewing by both reps and your
customer, helping you easily exceed their service expectations.
Cut costs associated with customer service. Your staff can handle a much larger load
to customer service representative (csr) ratio through superior
case management, routing and organization. Most questions
can often be easily answered through the central knowledge
base, providing an excellent self-service portal, while more
complex issues are easily escalated and automatically routed
to the appropriate rep, based on business rules you define.
Increase revenues. ServiceTraq provides you with the tools
you need to provide top notch custmer service, helps keep
customers from falling through the cracks, and allows your
CSRs to concentrate more on critical issues. This translates
to satisfied repeat customers.
Maximize service team productivity. ServiceTraq is a platform that allows your
reps to work together as never before. A 40% - 60% reduction
in caseload is possible when used with the self-service features,
while the remaining caseload allows your employees to work
so efficiently, you will likely to experience much lower staffing
requirements for customer service, where you may currently
Reduce training costs while enhancing service. training time and associated costs can
be greatly reduced by leveraging all existing knowledge through
the CSR knowledge base, and maintaining a single face for
all CSR/Customer interaction. New CSRs can easily come up
to speed on products and services while learning the system
in no time.
Show you what your customers are thinking. ServiceTraq reporting gives you a direct
view into what customers think of your products and services,
as well as your customer service. With the use of general
surveys and exit surveys, you can easily isolate problem areas
before they get out of hand. It will further show you breakdowns
of all areas based on product/service or CSR, allowing you
to pinpoint exactly where many problems stem.