 E-DEAL SERVICE |
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E-DEAL SERVICE enables your company to create a
cross-channel customer contact centre. |
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E-DEAL CRM is made up of independent modules, each module dealing with one particular aspect of Customer Relationship
Management.
The interaction between the various E-DEAL CRM modules leads to the implementation of a unified Customer Information System.
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Improving the quality of your customer service
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Chose the right collaborator
- Evaluate and follow the service quality
- Generate automated alerts to remind actors
- Manage priorities depending on the customer and on his request
- Get access to all the existing data about any customer
- Sort requests by theme (Commercial, Technical, Sales Management, ...)
- Solve eventual collaboration incidents
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Offer your customers many ways to contact you
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- WEB, e-mail, phone, fax, mail.
- Follow customer requests sent via the Website
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Precisely follow each request
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Requests
- See what measures are taken to answer what request
- Realize previsionnal actions and update your priority levels
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Improve your product and service quality
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- Identify recurrent issues and define clear solutions.
- Analyze key indicators : service quality, response times.
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Optimize customer service response delays
E-DEAL SERVICE integrates an exclusive skill search engine and enables you to find the best fitting
operator to meet customer requests, depending on many factors : operator availability, skill and customer profile.
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Take advantage of available skills
Thanks to the E-DEAL SERVICE knowledge base, reduce response times to customer requests. The
knowledge base learns by itself, through a validation workflow, everytime a problem is solved, relying on previously used solutions.
The knowledge base can be published in real time on your Intranet or your Website. Define privacy levels for each entry (internal access, identified
access, free open access).
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Connect E-DEAL SERVICE to a CTI
Gain efficiency by connecting E-DEAL SERVICE to a CTI tool, thus automating the management
of incoming and outcoming calls.
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Turn customer requests in commercial actions
By connecting E-DEAL SERVICE to other E-DEAL CRM modules, you enable customer information to be
shared between different departments of the company. |
