Use dynamic Guided Process Workflows that can present staff members with the most up to date information to help your customers. The right information … at the right time … for the best customer care possible.
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Guided Process Workflows
Don’t just log and track customer cases, solve them. SpiceCSM comes with our innovative Guided Process Workflow technology to assist agents in diagnosing and solving customer problems. With a “best practices” approach in mind, your entire agent population is now armed with intuitive power to solve customer problems, thereby mitigating frustrating support experiences that can lead to agent ‘burn-out’ and turnover.
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Business Rules Engine
Automate tasks and processes to ensure the highest level of service without agents lifting a finger. Creating business rules is a great way to free up agent time, and can be used to auto-send satisfaction surveys, update case status, schedule follow-up tasks, and much more. In conjunction with the Guided Process Workflows, they help to create a seamless process for service and support, and relieve agents from much of the tedium found in traditional contact centers.
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Case and Ticket Management
Provide your agents and service reps with the power to easily create, edit, update, and close customer cases and tickets. Each customer incident is logged under their account, allowing for a complete 360 degree view of the customer profile and history. With each customer contact, agents are able to identify and follow-up on past cases, even if they didn’t service them prior. Empowered by SpiceCSM, your agents will have more confidence and satisfaction toward their customer care responsibilities.
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CRM and Custom Fields
Whether you use SpiceCSM or another third party system to manage CRM data, all the appropriate customer data can be presented to your agents for a complete view into the customer profile. Setting up integration with other CRM and customer databases is easy with the simple to use SpiceCSM API and integration layer.
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Multi-Brand Approach
Today’s customer service organizations are often responsible for multiple product lines or even disparate brands, especially in outsourced call centers. To intelligently segregate the brand-specific knowledge and support processes, it is vital to have a system that is able to manage each “brand” individually. And agents can enjoy the variety of supporting multiple brands, yet can rely on SpiceCSM to make their ability to do so, effortless.
Our Customer Service Suite can bring best-of-breed Customer Service Management functionality to the SaaS model of deploying application software to both internal (corporate help desk) and external (outsourced) contact centers, thereby empowering your agents to perform at the highest level of customer care and support.
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