SolutionPaid

CRM - Customer Service 360

by Xebia USA Inc

Description

  • Delivers class customer experience by quickly acting on cases customers are not so happy about using powerful inbuilt sentimental analysis framework & related configurations
  • Agents have 100% visibility into things like Entitlement, Service Level Agreements, and customer satisfaction scores and thus manage workforce by appropriately allocating resources based on popular channels, trending issues, and skillsets
  • Agents can see exactly how knowledge & solutions are being used, curate content based on usefulness and ratings, and create new content in service of trending issues
  • Agents can see the possible SMART ACTIONS (Yes, these actions are really smart!) which can be configured thereby saving 30% of their team on EACH case, freeing agents for high-value interactions
  • Agents can view on REAL-TIME – (LIVE!) what’s happening on the system to monitor the different actions such as viewing customer query, quick reply back to the customer using the recommended solution, executing smart actions - all from the same place!
  • Provides agents & helpdesk team which area of an organization has a problem from where they are getting maximum issues
  • Provides insights around if there are new solutions and smart actions that can be configured depending on which type of customer problems are more frequent, saving agent’s time.
  • Deliver actionable information to important questions to executives through built-in analytics to make necessary business decisions
  • Fully configurable for any business vertical involved in customer service - Insurance, Healthcare, Banking & Financial Services, Transportation, Counseling & Career Matching Services

Features

  • World-class/ class-competitive UI/UX, improving customer experience with rich, intuitive & highly-dense interfaces & record dashboards across the applications
  • Fully integrated with any of your existing CRM or legacy system to have one centralised view and unified modern solution to manage your all Accounts, Contacts & entire Customer Service
  • Rich Case 360 Dashboard - One-stop-shop where case agents work on any given case providing all related information of the particular case in a single view without navigating to multiple screens
  • New case communications thread view giving customer representatives a view that they are familiar with resulting in faster & efficient access of any conversation happened on any given case at any time
  • Direct integration with WhatsApp (yes!), with customer responding back to customer representatives on their respective cases straight through their WhatsApp account, with real-time sent & view status of WhatsApp directly on case dashboard on Appian
  • Guide Agents with Best Smart Actions - One of the very powerful feature, guiding agents with the best possible actions (smart actions!) suggested based on the customer problem
  • Intelligent Entity Classification - With the help of Xebia’s new Entity Recognition & Classification, solution based on the content of the customer problem auto extracts the products, contact and account details, and date ranges, etc. and adds them on the case, without agents needing to go on each of the cases.
  • 100% Self Service Configurations - The app offers a dedicated self-service configurations portal offering authorized users capability to configure different actions as and how they need to let their customer agents teamwork the way they want!
  • Incorporated multi-lingual support framework to the solution capable to configure the entire solution for different language depending on organisation preference
  • Fully integrated with Appian ICC to enable intake of new cases by the customer representative

Release notes

** Q1/2020 Updates**:
• World-class/ class-competitive UI/UX, improving customer experience with rich, intuitive & highly-dense interfaces & record dashboards across the applications
• Fully integrated with any of your existing CRM or legacy system to have one centralised view and unified modern solution to manage your all Accounts, Contacts & entire Customer Service.
• New case communications thread view giving customer representatives a view that they are familiar with resulting in faster & efficient access of any conversation happened on any given case at any time
• Direct integration with WhatsApp (yes!), with customer responding back to customer representatives on their respective cases straight through their WhatsApp account
• Incorporated multi-lingual support framework to the solution capable to configure the entire solution for different language depending on organisation preference
• Fully configurable Service Level Agreements (SLA's), with end-users configuring different KPIs and actions to be taken when any SLA breaches. Not just that - they can choose to configure any warning alerts or actions before SLA is breached or missed. This ensures every case representative and organisation to stay on the top of the high priority cases depending on what and how they want to classify the importance/ priority of a case
• Manage organisation work hours including any public holidays to factor in the calculation of SLA
• Bookmark cases to allow case representatives to come back to their favourite
• Fully integrated with Appian ICC to enable intake of new cases by the customer representative
• Advanced high-quality reporting for case representatives & managers with key performance KPIs

Resources

  • CRM - Customer Service 360 Features Overview.pdf

    Marketing Resource

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