Research shows that during the next five years, the percentage of self-service interactions is set to more than double. However, poor management of the ‘self-service’ customer experience could erase all of the resulting cost savings.
New technology coupled with changes in lifestyle and attitude have transformed the way that people
do business and manage their personal affairs. One of the most significant changes has been the
willingness of individuals to adopt self-service technologies. This change presents huge opportunities
for business to drive customers through self-service channels and reduce cost. It also presents the
challenge of how to do this whilst maintaining the customer experience, poor management of which
could erase all the resulting cost savings.
+ Self Service is an easy to deploy self service web portal that is fully integrated with the call centre. As such it
ensures that self service communications are consistent with those made across other channels, helping to maintain a
quality customer experience.
+ Self Service can either provide sales or service orientated capabilities. With + Self Service sales your customers can
benefit from shopping basket functionality, which is driven from your own product catalogues – avoiding the need to
maintain multiple product information. With + Self Service service customers can to interact with your help desk by
searching knowledge base information, review order processing for repairs or replacement, raise and update service
requests.
Key Benefits
- Reduce costs
- Optimise resource
- Promote loyalty
- Share information
Key Features
Sales
- Multimedia product catalogues
- Product search tools including full-text search and parametric search based on product attributes
- User-specified product comparison
- Distributed catalogue administration allowing multiple vendor catalogues
- Customer profiling and personalization using Siebel Personalization
- Customisable order management processes using Siebel Business Process Designer
- Support for recurring and non-recurring charges
- Flexible account management
- Online shopping baskets, quotes, and orders
- Optional modules
Service and Support
- Service Request Management
- Order Tracking
- Manage Assets
- Searchable Knowledge Base
- Full Text Search
- Interactive Troubleshooting Instructions
- Branch Locator
For further information or to speak to a member of our team please click here
|
