Empower your customers and your service representatives
Service intelligence at your fingertips
Today more so than ever, growing, but more immediately, retaining your customer base is the number one priority of business everywhere. As product and price differentiation erodes, companies are refocusing on customer experience to secure and gain market share. While you strive to continually improve the quality and effective delivery of customer service, you also need to empower and manage a fluctuating employee resource pool. With increasing and more vocal customer demands for easy-to-access, 24/7 customer service via any contact channel, companies need smarter technology applications to better manage and harvest the growing volume of unstructured customer service data and customer communications that come into the organization across all channels to more effectively and pro-actively serve existing customers.
Powered by sophisticated natural-language processing technology, Empolis E-Service delivers a dynamic solution suite to all of your service-driven mandates. Tried and tested in scores of enterprise installations across the globe, we help you to deliver optimal customer service through enhanced collaboration at lower costs.
Empolis' E-Service Suite offers a web-based application for delivering satisfying self-service and agent-customer experiences. Empolis' advanced centralized knowledge management and intelligent search capabilities are front and center, enabling agents and customers to access the most current service information quickly. Robust knowledge management combined with intelligent search is the agent’s only avenue to effectively and efficiently respond to ever-growing volume and range of customer inquiries about products, services, transactions and policies – no matter in what language. Along with Empolis' Response Management application customers get on-target, consistent responses the first time they inquire and agents are freed up to focus on the five percent of more complex customer queries that truly demand human processing.
With Empolis E-Service, the benefits for your company and your customers are profound:
Your Company
- A highly efficient and agile knowledge organization that delivers both a user-friendly self-help environment to your customers and a high-performance service desk to your agents.
- System-wide continuous knowledge sharing that translates into real-time reuse of solutions to previously solved problems and inquiries, reducing the total cost of services through improved information access and dynamically applied business processes.
- The ability to use customer-generated problem resolutions found in web forums and blogs into the service process – thereby improving time to resolution and continuously integrating the most current information into the knowledge base.
Your Customers
- Seamless service across all channels on their terms. Given the flexibility to effectively self-serve, customers will opt for lower-cost channels like automated email, further helping you achieve highest levels of service efficiency.
- Bundled with Empolis Voice of the Customer (VOC) analytics, your company can now also harness the unstructured customer feedback, comments and complaints that are incoming across all of your contact channels for internal customer analytics.
- Common underlying workflow and business rules as well as flawless transition between contact interaction channels provide a seamless and consistent experience for your customers.
