|
ActivePoint offers a comprehensive solution to the on-line self-service portion of the CRM process, due to the Natural Language and guidance engines that comprise the TX5 Self Service
system.
The contextual understanding ability of the Customer's written request enables the system to respond quickly, presenting pertinent solutions to recurring problems. The guidance engines are
capable of delivering step by step instructions in order to direct the on-line customer. As response is quick, User problems are quickly addressed.
The degree of complexity of the request is immaterial.
The end result is threefold:
1. Cost savings for the corporation as there will be a reduction in the need and time of intervention from personnel to address recurring questions and issues;
2. Trained personnel will now be available to address inquiries that require managerial or other input;
3. Knowledge will now remain within the organization as this valuable customer centric information will be stored and easily accessible for all personnel.
According to Gartner Group, Inc., a research and analysis company, there are more than 5 million small to midsize enterprises in Europe and the majority of those have yet to deploy a CRM
solution. Increasingly, sales and customer service professionals at these organizations, as well as those in divisions of larger companies or those with geographically distributed
operations, must support global operations or do business with customers in diverse local markets. Integrated help desk support is useful regardless of where or how they conduct
business.
Generally, call centers are staffed by the organization along with some amount of computer automation. There has been a general trend to providing on-line assisted service to customers in
the belief that this will reduce the costs of help desks and call centers. However, by definition, assisted service involves making company representatives available to customers real-time
as they visit a website, and therefore still involves labor cost.
Self-service applications are those Internet-based applications, which allow customers to find information and execute the self-service/purchase process by themselves via the Internet. The
TX5 system, being an on-line, automatic system, can also be defined by this explanation. The system should reduce the number of users transferred over to on-line assistance and therefore
should reduce associated labor costs.
Assuming a conservative estimate that the TX5 system will result in a reduction in the number of calls to live assistants by 20% - 50%, this will result in an immediate cost savings to
companies. In addition, the reporting capabilities will enable the corporate customer to see what their users are looking for, thereby providing them with a better understanding of their
users.
The TX5 Self-Service system is capable of:
Guiding the customer.
Providing solutions to problems by answering questions in natural language.
Easily adjusting, updating and accepting new subject matter for the CRM / DB systems.
Updating the call center with a summary of the dialog for monitoring purposes.
Transfer to live chat.
How does the corporation benefit?
Internal technical and customer centric knowledge is maintained and not lost due to employee turnover and is readily and easily available to all levels of support.
Reduced costs in customer support due to a reduced number of employees and less help desk training.
The system requires no programming and is easily integrated into existing databases.
|
