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Deliver superior customer service while reducing support costs
Flexible web-based chat support gives your customers instant access to assistance and equips your customer support agents with easy-to-use remote desktop tools for fastest problem resolution.
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Cost-Efficient Support
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Save time and money
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Chat-based applications cost four times less than traditional phone-based support. With Support Ultimate, customers simply click on a live help button from your website, digital signature or any Windows-based app, to chat instantly. Customer support agents take remote control to resolve problems securely across Windows, Mac and Linux-based computers. Faster incident resolution eliminates queues and boosts FCR metrics by 50% or more.
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Customer Satisfaction Tools
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Leverage support excellence to drive sales
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Support Ultimate powers your operation with a robust remote control toolkit for fast, efficient customer handling. Chat routing enables agent collaboration, while chat transfer ensures that customer needs are matched with agent expertise. Your agents can even work on unattended machines. Greater flexibility speeds call handling and enhances overall customer experience, making cross-selling and upselling a breeze.
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Customizable Interface
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Increase brand awareness
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Everything from web buttons to chat windows may be customized with your brand. Choose from over 15 languages for on-the-fly support to multiple countries. Set the chat window to open with a default message when customers are parked on your site. Enable post-session surveys to let them provide feedback. Your customers will associate your brand with a positive, effortless support experience.
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Pre-Chat Surveys
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Resolve inquiries faster
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Shave an average of five minutes off of every customer support session with automatic pre-session surveys that instantly clarify customer needs. Learn the traffic source, desired department or product name to accurately route customers. Surveys are fully customizable, so you can pinpoint the exact information needed to optimize your support team's workflow.
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Advanced Reporting
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Gain visibility and accountability
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How fast are my operators handling calls? What is average first call resolution in the Dallas office vs. Menlo Park? Are more customers having issues with our Enterprise version? Get the metrics you need to improve customer service and profitability. One click transforms data into professional reports you can use to analyze ROI or demonstrate accountability to clients.
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Administration Console
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Streamline your operation
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Control and manage your customer support operation to maximize efficiency. Set up groups of operators by location, product or service. Organize teams by tier or level of expertise to expedite service when volumes are high. Automatically route chats to specific customer support agents or groups of agents. Record and export sessions, and view chat logs to ensure service levels and improve support effectiveness.
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