Omni-Channel Solution

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Gone are the days when each support channel had its own software. Customers now expect to be supported on their preferred channels, which can be diverse. To meet this expectation, the solution used must integrate all the different channels like email, social, chat, phone, and messaging.

Self Service

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Providing AI-enhanced frequently asked questions (FAQs) can enhance the customer experience, and having communities for customer exchange can also improve the professionalism of customer service.

Support Portals

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More and more companies are moving away from using a basic email or phone number for customer support and are instead creating a support portal on their own website. This portal serves as a centralized point of contact for customers with questions or concerns.

Integration

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External systems like CRM or ERP can be connected to answer questions about a customer's product usage and duration, improving the efficiency of customer service solutions.

Reporting & Analytics

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Customer support metrics such as identifying which product lines have the highest support needs or predicting when support volume will increase can be easily evaluated within a customer service solution, eliminating the need to create Excel sheets manually.

Customer Satisfaction

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You can include customer satisfaction queries, such as NPS, into your support process. Additionally, using machine learning methods can predict whether customers will be satisfied with the support they receive.