Enhance the performance of your customer care operation and realize immediate ROI by providing your CSRs with SpiceCSM Guided Agent Service and its innovative Guided Process Workflow technology.
Deploying problem resolution content has never been easier, as SpiceCSM provides you with a simple and intuitive visual process editor to create intelligent decision trees with embedded content for solving simple to complex customer problems.
What is a “Guided Process Workflow”?
Guided Process Workflows allow customer service organizations to quickly develop and maintain a tailored customer service process, and empower customer service and support representatives to execute in an efficient, consistent and effective manner that both enhances their quality of service, and lowers the cost of doing so. Take your subject matter expertise and turn it into easy-to-use knowledge that contact center agents can walk through in a step-by-step manner.
Your library of custom Guided Process Workflows provides a structured way to guide both customers and service agents. Once deployed for internal CSR use, these same workflows may be posted to your web site giving your customers access to our robust Guided Self-Service portal with complete interaction tracking. Or you can easily and immediately turn on our integrations with numerous cloud-based applications such as Zuora, inContact and Salesforce.com to provide CSRs with all the information they need to efficiently and effectively support your customers.
The SpiceCSM Guided Agent Services Application is a high value, incremental customer service application compatible with traditional CRM / case management tools. Don’t have a CRM? SpiceCSM provides full CRM / Help Desk functionality you need to provide world class customer care.
Take your most complex and advanced support problems, and turn them into easily understood processes that even a non-technical employee can effectively and efficiently utilize. Determine the true cause of the problem before attempting to solve it, thereby saving time and money.
Eliminate the “search and pray” method of technical support. Guide your agents to the right solution, providing them with real-time content and knowledge based on specific information collected from the customer and other triage and support tools integrated with SpiceCSM.
Data collection has never been easier. Customize data entry points throughout the process to ensure the highest quality information. Perform automatic, real-time system actions based on the data you collect.
Reduce costly training time by providing your agents with the most effective process guidelines available. SpiceCSM can be utilized for outbound selling, cross-selling and up-selling opportunities to help increase revenue for your support organization.
Benefits
Increase efficiency and reduce costs by implementing processes into your service organization. The benefits of SpiceCSM Guided Agent Services are both operationally and economically substantial.
- Improved First Call Resolution
- Lower Training Requirements and Costs
- Consistent Delivery of Service
- Cross-selling and Up-selling Made Easy
- Quick and Easy Integration
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