- Customer Service
CUSTOMER SERVICE AND HELP DESK SOLUTION
Sales and service must be tightly integrated for companies to realistically expect repeat sales and greater customer share. Aplicor Customer Service is the foundation for organizations who seriously desire to improve customer service and increase customer retention. We all recognize that customer retention costs much less than customer acquisition. However, until now, not all organizations had the know-how or the budget to harness the help desk software, help desk application, help desk solution or other automation tools necessary to meet this fundamental demand in an automated and repeatable fashion.
CUSTOMER SUPPORT BENEFITS
- Incident and case management for more streamlined and faster resolutions
- Knowledge management for information reuse and knowledge sharing
- Incident diagnostics for more thorough front line response and resolution recommendations
- Incident activity management for assigning, forwarding or escalating tasks and resources
- Automated alert notifications and escalation to avert stalled incidents
- Automated customer surveys to identify improvement areas and increase customer satisfaction
- Call center VOIP, CTI and IVR integration for enterprise-wide business systems automation
AUTOMATED, CONSISTENT AND
REPEATABLE CUSTOMER FULFILLMENT
Aplicor Customer Service begins by capturing, tracking and measuring client requests, client incidents (i.e. issues or problems) and fulfillment. Aplicor Customer Service helps grow profitable customer relationships by automating the customer support activities, providing a holistic view of the customer relationship across the organization, measuring relationship value and treating different customers differently (for example, identifying and treating the most valuable customers uniquely). By securely providing customer information throughout the company or across multiple physical locations via an Internet browser, the Aplicor-enabled organization has an enterprise-wide and real-time shared view of the customer relationship, thereby, equipping every resource in the organization to provide intelligent, responsive and consistent communication to every customer. From the customer’s point of view, they get faster and more responsive service that is consistent no matter how or when they interact with the company. The customer appreciates the higher quality communication and increases the perceived value, and subsequent loyalty, of the supplier with each interaction.
THE PAYBACK OF CONSISTENT CUSTOMER SERVICE
LiveRoute's anytime, anywhere browser-based access facilitates making all customer data available in real-time to all who need it or serve the customer. Flexible business rules and response mechanisms allow you to identify and meet the express and implied needs and desires for various customer types with personalized and automated customer service. Real-time integration with other LiveRoute CRM modules share the preferences, correspondence, history, habits and overall customer relationship across the enterprise. The configuration and reporting bond together to identify and treat your most valuable customers uniquely.The need to retain existing customers and to manage every customer relationship as a valuable asset is now widely appreciated as a universal critical success factor. LiveRoute Customer Service can empower the organization to leverage every customer interaction, by any employee in the organization, to add value to the overall relationship. Increasing customer loyalty follows the fulfilled customer requests which are met in a consistent, timely and complete manner. Continued fulfillment will grow the relationship value and culminate in an annuity of on-going dividends paid in the form of increased use of products and services, recurring sales, maintenance renewals, upgrades, brand loyalty, referral business, increased competitive standing and higher margins.