Resolve customer service problems faster – and build loyalty
Enhance customer satisfaction by bringing the right resources, knowledge, and information to any point of interaction: contact centre, field, self-service, e-mail, or social media.
Resolve issues quickly with automated suggestions
Route service issues to the right staff in real time
Assign resources by skills, availability, and location
Get a 360-degree view of your customers
Access orders, financials, and inventory in real time
Improve first contact resolution rate
Reduce average call handling time
Get the Most from Your Interaction Centre
Make every interaction count by providing agents with real-time access to all relevant customer information – customer history, contact details, answers to questions, and more. SAP offers a plug-in providing instant telephony.
Take a quick tour of the contact centre of the future, courtesy of IDC. This multimedia tool, featuring IDC CRM analyst Mary Wardley, illustrates how organisations in various industries will leverage all their resources to interact with and service their customers.