Enabling faster, more effective service that drives loyalty.
Research suggests 64% of people think service is more important than price when choosing to continue to do business with a company. That makes service in the era of the empowered customer more critical than ever: it puts service and support on the front-line of customer experience. Poor service also has a real financial effect as PR nightmares from unhappy customers sharing bad experiences on social media depress sales.
The good news is that Clicktools enables you to streamline service and support workflows to increase satisfaction and loyalty. Clicktools for Contact Centers provides rich call-scripting to help agents deliver great service, become productive quickly and comply with regulatory requirements. Clicktools closed-case surveys are used by many of the world’s leading service providers to understand and act on real-time feedback on agents. Plus, by automating many of the tasks and activities that slow your team down, including comprehensive CRM integration, you can shift their focus to providing high-touch, personalized communications that keep customers coming back.
Use Clicktools to:
- Improve agent productivity and service quality.
- Reduce agent on-boarding time.
- Increase customer satisfaction and advocacy.
- Facilitate simpler reporting and analysis of customer feedback.
Examples of how service and support experts use Clicktools:
- Service / Support Call Scripts: Provide dynamic call scripts for agents to guide them through resolving any customer problem.
- Closed Case Surveys: Use automated, case-specific surveys upon case close to capture feedback while it’s fresh in your customer’s mind.
- Project Feedback Surveys: Monitor the performance of your project delivery by automatically sending surveys when projects close or at any other milestone(s) of your choosing.
- Web to Case Forms: Allow customers to easily raise a support case or service request directly from your website.