Improve Customer Service
In recent times, customer expectations have changed significantly. There
is a trend whereby people expect the relevant information and people to
be available on demand, often 24x7. This means businesses must adapt their
approach when dealing with customers. Technology can be a key driver in
this change.
There are a number of ways Britannic can help improve customer service, including:
Contact Centre Technology
Contact Centres are often the hub of your customer service operation. There are a whole host of applications which can enhance the performance of your contact team. CTI (Computer Telephony Integration) can provide screen popping and click to dial capability meaning agents can provide a faster and more accurate service.
Your telephony system can assist in queue management and call distribution whilst Customer Relationship Management applications (such as ProMARK CRM) can effectively manage customer data, providing agents with up to date and relevant information.
Helpdesk Software
ProMARK Helpdesk & Customer Service module offers your business competitive advantage by helping you to optimise your existing customer relationships, improving customer loyalty and increasing sales revenues.
ProMARK Helpdesk & Customer Service enables you to maximise your contact with customers by offering them choice of communication methods (phone, SMS, email, fax, web and face to face) meaning they have access to information 24x7 even if your service team only operate in normal business hours.
Collaboration
Collaboration tools allow you to communicate with your customers efficiently and on a more regular basis. Technology such as web collaborations software mean sharing documents with customers is now as simple as clicking a button and sending an email, the geographical location of the customer is no longer an issue.
Mobile Twinning
Mobile Twinning effectively means your mobile phone becomes an extension of your telephone system. The great advantage of this is that you are more contactable by your customers and you can also provide all contacts with one number to contact you rather than the two, three or sometimes even more numbers that has been the case in the past.
You can seamlessly move between your desk phone and mobile meaning if you need to leave the office but continue and conversation or you wish to reduce costs by switching from your mobile back to your desk phone as you enter the office this can be done at he touch of a button.