Positive Customer Experience

Constantly improve service quality based on deep analysis of your service catalogue. Keep track of new services added, identify the most popular services and monitor customer satisfaction level.

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How to create a positive customer experience?

Control and improve customer service processes by analyzing your customer database. Keep track of various indicators including number of requests by period /request frequency and most popular services. Adjust the dashboards according to your needs to get precise analytical data.

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Best practice service processes

Manage various types of cases with the help of out-of-the-box best practice processes in bpm’online customer service. The processes guide agents though the most effective actions required to successfully resolve cases. The process triggers notifications and alerts, and enables control over case resolution deadlines.

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.

Analytics

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.

bpm'online awards

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