Guided Services
The Spice Guided Services Application is a work flow design and problem resolution engine within the SpiceCSM platform. It's an incremental customer service application to traditional CRM/case management tools in several ways …
- Guided Agent Assistance for efficient, customized and consistent trouble shooting and problem resolution. Launches within a web browser on the agent desktop.
- Customer guided self-service. Easy to build, customized applications that post to your web site.
- Multi-media, multi-application support of knowledgebase resources.
- Variable/data driven procedures enable true multi-brand support within a shared agent customer service operation.
Guided Service workflows allow customer service organizations to quickly develop and maintain a tailored customer service process, and empower customer and support representatives to execute that process in an efficient, consistent and effective manner that both enhances their quality of service, and lowers the cost of doing so.
General Features and Functions:
- Customer Service Flow
- Call Scripting
- Upselling/Cross-Selling
- Data Collection
- Variable Driven
- Connection to Business Rules Engine
- Service and Support Best Practices
- Auto Update CRM Fields
- Active Path History
- Database Files
- Staging Environment
Question Nodes
- Used to ask the caller questions where multiple answers are required
- Can save variables that are dependent on the answer selected.
Data Nodes
- Used to gather information during the process
- Can require data entry before continuing in the process
- Uses different inputs such as radio buttons, check boxes, and text fields and areas
Information Nodes
- Gives the agent instructions on how to proceed with a call.
- Asks the caller for information where more than one answer is not needed.
- Can be hidden within the workflow to set a variable or to kickout to another process
Switch Nodes
- Allows a process path to be automatically switched bases on a predetermined variable
- This variable can be brand specific or agent defined
- Prints the information collected to the process path once the process is completed