vCustomer's Web self service leverages the power of customer data and customer behavior analysis to improve the customer experience. Web self service helps in providing consistent and accurate responses to the customer in real time, ensuring greater customer satisfaction.
An integrated indexed knowledgebase guides the customer through the entire process - from a specific search to the completion of an entire transaction. At any point of time, the interaction can be picked up by a live agent, based on the complexity of the transaction or information requested.
Web self service helps provide instant resolution to customer issues, generate more sales and lower support costs.
Benefits:
- Improve customer satisfaction through real-time resolution of customer issues
- Further engage customers and increase online sales through real-time up-sell and cross-sell opportunities
- Provide quality service through real-time monitoring of agent sessions
- Reduce dependency and cost of voice calls
Features:
- Ability to understand customer inquiries phrased in a simple language
- Co-browsing to navigate the customer through the desired content
- Knowledge base integration and standardized response delivery
- Tracking: Each incoming email is automatically tracked, providing a comprehensive history
- Integration with phone, email, chat and SMS
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