SpiceCSM products and services are designed to increase the efficiency and efficacy of any customer care organization. Our unique and innovative approach empowers SpiceCSM clients to remain flexible, and adapt to the ever changing landscape of the customer care function. In both guided agent and self-service implementations, SpiceCSM combines corporate and customer support content in a structured workflow presented as intelligent decision trees that drive customers to quick issue resolution.
Guided Agent Services
Reduce handle time and increase first call resolution performance of your customer care agents with SpiceCSM Guided Agent Services. Completely web-native, this Software-as-a-Service (SaaS) solution brings the power of guided process workflows to your entire customer care organization, and at minimal investment.
Guided Self Service
Diverting customer care processes to a self-service platform not only lowers your operational costs, but enhances your customers’ satisfaction through a conveniently accessed guided process workflow engine that really works. With its highly intuitive user interface, customers will actually enjoy resolving support issues on their own.
Vertical Solutions
Combine SpiceCSM technology with existing knowledgebase content, and you have a turnkey solution ready to use. Working with its partners, SpiceCSM has developed and deployed several such turnkey solutions …
* ISP Technical Support
* IT Help Desk
* Multi-brand Contact Center
* Higher Education
Professional Services
Creating your own library of guided process workflows is easy and straightforward, and requires no programming expertise. However, if you’d prefer, we can use our experience in best practice issue resolution to create a custom library of guided process workflows specific to your organizational needs. Moreover, we can even assist in delivering your customer care support through our highly experienced co-sourcing operations.
Here is what one of our clients has to say:
The ability to schedule events and assign specific tiers is invaluable. Now the entire team can follow up with customers at various times of the day to ensure we are able to reach them and really work as a team. This also increases exposure to customer issues, allowing the team to really get to know our client base, recognize trends and proactively respond to issues. The ability to add global alerts to keep team communications open helps us communicate important information that may get missed otherwise. Finally, templates for e-mail responses to customers through SpiceCSM has been an incredible time saver and also allows us to standardize processes.
