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Customer Service

CRM

Provide your employees with the right tools to intelligently handle customer requests and give a superior customer experience

Empower your organisation to provide the best customer experience for exceptional customer outcomes

 

The customer service landscape is changing. Self-service, personalisation and omni-channel communication options are all becoming crucial in giving a superior customer experience and growing customer loyalty.

The impact of automation can have profound effects on productivity and the customer experience. AI and robotics can help deliver the promised benefits of improved customer experience, customer analytics and business intelligence.

If a customer has a poor experience with your customer service organisation, they are likely to stop doing business with your company altogether.

This focus on customer loyalty is all about the customer experience and the revenue generated from happy customers. According to Business.com, returning customers spend up to 67 percent more than new customers. And when you consider the high cost of marketing to acquire new customers is on average, 6 to 7 times more expense than retaining customers, focusing on customer retention makes financial good sense.

The power of implementing a Customer Service CRM strategy

%

Of consumers expect businesses to offer an online self-service support portal

%

Of consumers expect personalisation as a standard of service

%

Reduction in call, chat or email inquiries when implementing chat bots

Provide consistently exceptional customer experiences

Exceed customer expectations by identifying and removing barriers that inhibit a seamless, positive brand experience

Personalise Your Service

Consistently exceed customer expectations by leveraging AI insights to proactively resolve issues before customers are even aware of them. Leverage self-service tools like chat bots to personalise the customer experience and generate cross-sell and upsell opportunities.

Empower Your People

Increase customer service agent productivity by automating routine inquiries. Leverage AI to dynamically guide customer service agents to the right action and improve cross-company collaboration to close cases faster with an increased first time resolution rate. 

Unify Your Technology

Simplify planned experiences through a 360-degree view of the customer journey. Enable AI-driven data processes with insights built on a unified data estate. Drive innovation and enable an agile support model to optimise staffing and allocate resources appropriately.

Agent Productivity

Omni-channel Experience

Call-Centre Management

T

Single View of a Customer

g

Self-Service

AI & Insights

Personalise service with single customer views

 

Use omnichannel capabilities and interact with customers on their preferred channel—including chat, SMS, Facebook Messenger, WhatsApp, WeChat, Line, and more

Create a single, consistent and unified service experience even if a customer’s case is transferred between agents or across channels.

Deliver value at every touchpoint and personalise every interaction with a 360-degree view of each customer’s journey. 

Quickly offer the most appropriate knowledge articles using relevance search

Empower your teams with enhanced productivity tools

 

Intelligently route cases by topic or channel and automatically assign cases to the agent best equipped to resolve the case

Optimise agent performance and improve customer engagement by analysing operations and interactions, sentiment intelligence, and supervisor experiences

Measure and act on customer feedback submitted via surveys after every service engagement

Empower agents to be more productive and make smarter recommendations using contextual data

Resolve cases faster with cross-company collaboration and easily connect agents with subject matter experts across job functions and locations

Unify technology to get more from your data

Build a single source of truth and make better business decisions

Reveal insights from your data with AI when compiled in a single secure location

Use the Common Data Model to ensure that customer service agents are referencing the same customer data across all business processes and apps

Get In Touch

Let us assist you with your Customer Service CRM Journey

3 Spring Street, Sydney NSW 2000

+61 2 9135 2968

info.au@decisioninc.com