From the CSR's perspective, effective
case management tools are the difference between wanting
to provide good service, and actually doing so. Without
the right tools at your disposal, your customer service
channels can easily become more like damage control
centers than customer service centers.
At every level, ServiceTraq's case management
is designed with the following goals in mind:
Keep customers in the service loop as
much as possible
Archive and organize all customer interaction
and case history
Allow customers and CSRs to keep each
other in check.
Tie all service channels (Knowledge base
searches, Messaging, chat, phone interaction) into threaded
cases.
Minimize response time.
Auto-assign case priorities where appropriate.
Auto-route case distribution where appropriate.
Facilitate simple case transfers with
minimal learning curve.
Never allow customers to fall through
the cracks.
ServiceTraq's customer service model departs
from traditional service, where customers often feel like
their information is hidden from them, or the CSR doesn't
understand their needs. With ServiceTraq, there are very few
fields accessible by the CSR, which are not available to the
customer. The customer is kept completely in the loop, with
full access to his own case history. His ability to keep the
CSR in check shows that the company wants to provide the best
possible service. After all, what better supervisor than the
customer himself. If the CSR provides poor service, the customer
has strong evidence.
On the other side of the coin, there is always
a handful of customers that try to take advantage. The same
open system that keeps the CSR in check will also keep the customer
in check. How many times have we heard people say 'But you told
me 3 months ago...'. If there are inaccurate statements, they
are in the system for both the customer and CSR to see immediately.
