vCustomer offers integrated CRM and Customer Analytics solution based on its proprietary and industry acclaimed tools. Seasoned consumer behavior experts accurately map trends and arrive at best fit solutions.

Our clients consistently get benefited from customer insights and use the data effectively to enhance customer experience. Accurate trend analysis and customer behavior reporting allows customers to devise better customer facing products and offerings.

Our CRM solution collates information from a range of reliable sources using advanced information management tools, multiple databases and sophisticated methodologies.

Our Clients benefit by:

• Tracking and analyzing market trends
• Improved clients’ understanding of customer needs and pain-points
• Deriving insights from market information which help in strategic decision making
• Delivering better customer experience consistently

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CRM Suite – Empowering Contact Center Business Needs
CRM suite provides a seamlessly integrated interface to the associates which enables them to provide immediate and efficient support to customers. The suite provides IVR integration, call logging, monitoring, recording, call back management, online training and quiz, quality scores capture and reporting features. On demand reporting and analytics gives the managers and supervisors an extra edge to be always on top of the process variables.

Email Management System
A comprehensive, enterprise-class application for managing large volumes of email, our Email Management Solution (EMS) enhances the mail handling process by categorising and prioritising messages, intelligently routing messages to queues, suggesting relevant response templates and sending out auto responses to the customers.



Key Benefits

• Cost effective & low investment – developed on Linux Platform with ASP based model
• Fast, accurate responses and personalised responses to the customers
• Queue management, reporting, and rules tree ensures desired service standards are met
• Customisation of mail responses by retrieving templates from libraries
• Escalate the mailing process by categorising and prioritising messages
  

Queue management, customised templates along with integrated knowledgebase helps in reducing overall Turn Around Time (TAT) from 48 hours to 8 hours

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Web Chat Solution

Live and online assistance web chat solution enables our trained agents to communicate with customers online via text chat, co-browsing, and callbacks. It brings interactive customer assistance to critical sales situation and enables our technical support associates to remotely solve complex software problems faster and more effectively.

Key Benefits

• Cost-effective, easy-to-implement
• Superior service through agent conferencing
• Intelligent chat routing ensures effective handling of chat by more experienced agent
• Predefined response and commands with capability to push URL’s
• Co-browsing capability with customers

Intelligent chat routing along with integrated knowledgebase helps in handling multiple chat queries. There is consistent increase in number of chats handled and CSAT scores

 

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Integrated Knowlegebase

Enables customer support representatives (CSRs) and customers to utilize the huge source of information collated in a database. Integrated search option enables CSRs to resolve customer queries effectively and reduce their response time. Integrated with a bundle of CRM tools, such as EMS (E-mail Management System) and WebChat, iKB provides a unified web interface for multiple users. This application also bears extensive reporting capabilities.

Key Benefits

• Reduces call and email volume through self -service by customers themselves
• The web based features enhances customer satisfaction and builds customer loyalty
• Multi-tiered search facilities, such as Simple, Advanced, Proximity and Customised search options
• Advanced, keyword and Q & A search ability helps faster search
• Simulators, screenshots, updates and FAQs for technical queries
• Comprehensive questions capturing functionalities through email and chat
  

AHT for technical troubleshooting query reduced from 21 minutes to approx 16 minutes post implementation of Integrated Knowledgebase

             

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Quality Assurance Solution – Increase consistency in measuring agent performance using fewer resources

The most effective method for improving service levels and improving overall customer experience, ‘vMonitor’ is a comprehensive web based solution to monitor the suport provided to the customer. It helps identify the areas of training or process improvement opportunities while facilitating operational excellence.

Key Benefits

• Reduced time to capture and run reports from 2 hours to 15 minutes
• Save calls to .mp3, .WAV and .AVI file formats
• Exceptionally large configurable storage
• Random, sequential or percentage recording
• Automated process to map training needs based on online testing results
• Training requirements now driven by actual measured weaknesses at the individual level
• Eliminated manual data entry errors
• Single window to provide all reports and analysis

Agent learning curve reduced from 30 days to 23 days

                       

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Business Intelligence – For informed business decisions

Business Intelligence (BI) offers a comprehensive platform to manage critical operational workflows in a complex business environment and drive system intelligence to enhance enterprise decision making process. The application provides ample provisioning to define intelligent task management in a multi-functional organisation where interdependence of disparate processes is highly measurable, but manual interventions decelerate the desired business objectives. BI helps generate various reports with future trends and data mining potential.

Key Benefits

• Enhance productivity and reduce response time for issue resolution
• Improve service delivery capabilities considerably and making the process more effective and less error prone
• Provides real time data helps making scheduling plan updates to reduce the shrinkage and minimise impact on the service levels

Multi-layered defect analytics across multiple operational parameters to capture & eliminate productive losses