What is Customer Communication Management?
Customer communication management software helps business owners, managers or other workers to take calls, manage email, approve contracts and collaborate in the enterprise social network using the communication panel. It allows to monitor and access messages from all your email boxes in a single unified environment – bpm’online customer service. Each email can be linked to the relevant account, case or other object. There is also a possibility to make and receive calls directly in the system; access complete call history in the communication panel, set up quick dial to call your favorite contacts; keep track of your calls and link them to relevant system objects in order to obtain a complete history of interactions with customers.
Boost your marketing, sales and service performance with bpm’online!
Self Service Portal
- Bpm’online offers all the necessary tools for your customer self-service portal: capabilities to report a case, monitor resolution process and provide instant feedback on the quality of service.
- Bpm'online customer portal helps your customers to keep up to date on company news and all services provided as well as find answers to their questions in the public knowledge base.
- Analyze productivity of service staff based on their tasks, emails and phone calls and track the dynamics of customer communications.
- You can also analyze a number of consultations per request or compare the average duration of consultations depending on service type and category of request.
- All graphs and dashboards are easily configurable, which helps to control and improve the service quality and enhance agents’ productivity.