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CLIENT TESTIMONIAL |
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| "With the early warning reporting system implemented by Infogain, we linked our consumer affairs, Tech Line, warranty, sales, parts, and QA groups so we not only comply with the TREAD Act, but also identify and solve vehicle problems earlier, reduce customer complaints, and achieve ROI from lower warranty costs."
Jackie Magnuson- IT Project Manager, KIA |
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CONTACT US |
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USA : +1 408 355 6000
UK : +44 (0)161 602 3500
INDIA : +91-120-2583745
Email : info@infogain.com |
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| Home » EIT » Services» Contact Center Services»Multi-Channel Customer Support |
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MULTI-CHANNEL CUSTOMER SUPPORT |
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The Challenge
Today's demanding customers are no longer satisfied with just one source for support. Sometimes they want email, sometimes they want chat, and sometimes they just want to talk to a person on the phone. They are savvy enough, however, to know what they need and to use what works best, and it's not always the most expensive option for your operation. Doesn't it make sense to capitalize on that?
Infogain Solution
Infogain offers a customer contact platform that provides true multi-channel capabilities. Customers have their choice of support channel, but with our approach they will be funneled first to the lower-cost options. It doesn't stop there - we ensure they receive the highest satisfaction rate by providing an easy escalation path. Your operation captures the most activity in the lower-cost options, and customers remain happy.
Another important feature is that customer activity information from any touch point is captured and seamlessly integrated into the customer interaction history so that once they choose a different channel option they don't have to start at square one.
Infogain's multi-channel customer choice platform is an integrated suite of applications. Combined with our outsource contact center services, it delivers the perfect solution for customer service - high satisfaction with dramatic cost savings to you.
Our platform is an integrated suite of three sets of applications:
- Customer Facing: The Customer facing applications includes:
- Customer service portal
- Customer self support
- Assisted support
- Agent Facing: Agents efficiently manage customers and improve productivity.
- Internet-based support tools
- Integrated CRM suite
- Management Facing: These applications help management track and analyze the performance of all customer contact initiatives.
Business Benefits
Some of the unmatched business benefits offered by our multi-channel customer contact platform are:
- Customer choice - including lowest-cost alternatives and fastest response channel, per their need
- Customer interactions managed seamlessly across multiple channels at all touch points
- Comprehensive request/case management to ensure efficient and complete handling of customer requests
- One-click access to all customer interaction history
- More effective agent performance via access to frequently asked questions, articles, and optimal solutions
- Efficient customer request resolution with multi-step business processes
Contact Infogain today to arrange a consultation on your specific business needs. |
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