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ServiceTraq™ Messaging
Chances are, you are currently using
e-mail to provide customer service right now. If you
are well organized, you may have a crm application in
place that handles inbound e-mail processing and routing.
For all intents and purposes, traditional POP e-mail
is an efficient channel for customer service and support.
However, it has severe drawbacks. ServiceTraq messaging
is designed to provide all of the benefits of e-mail
service, without the drawbacks.
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The problems with E-Mail: |
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The points between To: and From: are unknown
How many times have you heard someone
say they never received your e-mail? The simple fact is
that between the sender and the recipient exist a number
of other points in which the mail can get lost in cyberspace.
It happens all the time, and when a customer hears you
say it, it is as easy to believe as 'the check is in the
mail'. |
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E-Mail gets overlooked
How many times have you had to search
for an e-mail? How many times have you sent mail to someone,
but they didn't notice it among all of the junk mail they
received? With all of the spam people receive; it is common
that important mails often get lost in the shuffle. |
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E-Mail gets filtered
More and more people run anti-spam
filters on their incoming e-mail. Furthermore, many ISPs
run anti-spam filters on the server itself. Spam filters
are not perfect, and they could very easily tag your e-mail
as spam... by accident. But from the customer's perspective,
you are simply unresponsive. |
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E-Mail is uncontrolled
A typical problem with E-Mail service
is that you cannot control the flow of information.
This often causes several e-mails to go back and forth
before you have the information necessary to even begin
helping the customer. The customer is invariably frustrated.
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If you are not running e-mail routing
software for your CSRs, you are certainly aware of the
headaches caused by the inability to manage inbound
requests. Cases don't necessarily go to the appropriate
CSR, customers encounter confusion when other CSRs are
not familiar with their issues, transferring cases is
all but impossible, and every time a customer needs
help, it feels like first contact.
If you are running e-mail routing/crm
software, you may feel as though inbound requests
are handled efficiently, but keep one thing in mind:
Your CSRs may have instant case history at their disposal,
but your customers don't. So, in reality, you only have
half a solution... And it is likely costing far more
than ServiceTraq's complete solution.
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The ServiceTraq Messaging Solution:
ServiceTraq almost completely does away
with E-Mail. When a customer escalates his issue to the
point that he wants to send a request for help, instead of
sending an e-mail to service@yourcompany.com, he clicks a
button.
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The customer is presented with a tree
of products, services, topics... whatever you define.
He selects the appropriate option, and is presented
with a questionnaire appropriate to his selection (you
can define a different set of questions for each product/service/topic).
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He answers any questions you present,
followed by a freeform text entry (which would normally
be the body of his message).
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A new case is created. The customer
sees a case number on the screen, along with any notice
you wish to display. A confirmation e-mail is sent to
the customer, and the case details are stored in the
ServiceTraq database.
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The moment the case is created, it is
routed to an appropriate CSR, who will see all of the
details on his screen. He can type a response, select
from pre-defined macro responses, or pull a response
from the knowledge base. His response is logged in the
database, which appears with the original question in
a private message thread, which is only visible to the
customer and the CSR (and management).
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The moment the CSR responds, notification
e-mail is sent to the customer. This e-mail does
not contain the CSR's response. Instead, it tells
the customer that his case has new activity, providing
him with a link directly to his case. He clicks the
link, and sees the response. This helps keep all communications
in one central location, and makes your website more
sticky.
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• At any time, the customer can log
in to ServiceTraq and check for responses... whether or not
he responded to the e-mail notification.
When the customer views the response, he can
post a follow-up question or comment to the private thread,
or close his case if the question was answered.
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When a case is closed:
If the customer closes a case, he may be
presented with an exit survey the moment it is closed. This
is the perfect time to find out how you did! The survey is
private, and the results can only be accessed by an operator
with administrator access. Over time, reports can be generated
that pinpoint weak CSRs, problem products, and overall customer
satisfaction.
If the administrator allows CSRs to close
cases, and the customer is not logged into ServiceTraq when
his case is closed, an e-mail is instantly sent to the customer.
This e-mail serves two purposes:
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It confirms with the customer that the
case was appropriately closed.
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It provides a link, encouraging the
customer to take the exit survey.
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Closing zero-activity open cases:
If nobody closes a case, several reminder
thresholds kick in. At 7 days of no activity, a reminder e-mail
is sent to the customer. At 14 days another is sent. Finally,
at 21 days, a third e-mail is sent, notifying the customer
that the case was closed due to inactivity, inviting him to
reopen the case at any time he desires.
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Happy Customer.
Every bit of ServiceTraq messaging is designed to create happy
customers, while minimizing your resource consumption in the
process.
The simple truth is that most companies
do care about their customers, but they are just too disorganized
or overburdened to show it.
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