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.
A common on-boarding scenario involves the one-time use of SpiceCSM Professional Services to develop a ‘starter set’ of Guided Process Workflows, after which you are able to use these initial workflows as examples for further development of your guided workflow library. And with the combination of your own subject matter expertise, the on-boarding training on how to develop your own workflows, and on-going support from SpiceCSM experts, your ability to develop effective and efficient support procedures is assured.
Co-sourcing – Combine the power of SpiceCSM and the versatility of Fused Solutions’ contact center operations in central and northern New York State (www.fusedsolutions.com), and you have an unsurpassed ‘tag team’ of customer care capability. Co-sourcing involves the sharing of the support function among multiple entities, typically the ‘owner’ of the customer community and one or more outsource contact centers. SpiceCSM greatly enhances this team approach to customer care by providing a common platform of knowledgebase, CRM data, and guided process workflows that facilitates a seamless provisioning of the customer care function from disparate sources … in-house staff and outsourced contact center(s).
Benefits of co-sourcing are substantial:
- 24/7/365 support coverage, but without the internal administration thereof.
- Unmatched flexibility in deployment of customer care resources … handle what you want in-house, and outsource the rest.
- Built-in disaster recovery … nothing like having a ‘hot backup’ to your most mission critical element to customer satisfaction.
Benefits of SpiceCSM Professional Services:
Custom Content Development
Our team of content experts will work with you and your customer service team to design, develop and deliver a custom set of decision trees specific to your business. Our team (the process experts) will work with your team (the subject matter experts) to deliver a set of knowledge to help improve your customer service organization.
Integrations
Are you a small team with limited in-house technical expertise? Don’t worry, our experienced technical team will do all the heavy lifting for you. Making sure your internal systems and customer databases are connected can be a very important step in the process. The more data and information that the Guided Process Workflows have access to, the more dynamic and conditional your decision trees will become.
Advanced Training
Each customer is guaranteed basic user training when they sign up. If you want the extra tips and tricks to make your content world class, you can sign-up for advanced Process Editor training. This way, your internal staff can become the process experts and the subject matter experts.
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