Multi-Channel Customer Service Center

• Web Self-Service, Email, Telephone, Fax
• Central web-based Service Application:
  One end user contact database and one knowledge base across all channels
• Web-based solution

Benefits

• Channel options guaranteeing availability of service according to customer needs
• One end user contact base allowing de-centralized departments to efficiently work together regardless of location
• Shared knowledge base accessible from anywhere to ensure same quality of service
  
  

Web Self-Service

• User friendly Keyword Search function
• Around 30 FAQs in 5 categories and multiple languages based on historic data
• Available 24x7

Benefits

• Service right at the point of action in the cart/Store
• Zero contact resolution (providing answers before questions arise)
• Self-service around the clock
  
  

Email Response Management

• Automatic answers suggestion
• Email submission via customized web form
• Store page identification
• Real-time tracking and monitoring

Benefits

• Online Service that proactively selects answers in order to make contact obsolete
• 1 contact resolution improvement due to customized web form and store identification (request of min. data needed for solving issue with one answer only)
  
  

Incident Management

• Tracking of all customer contacts with Customer Service Center in a shared tool, accessible from anywhere
• Reporting: response times, first contact resolution rate, answer click rate, Interface (=language) usage

Benefits

• Monitoring of each incident and its progression, regardless of where it took place
• Constant performance and efficiency optimization of our customer service center (response times, type of incidents, answer usefulness) guarantees that service is modified according to end user demand

Internal Reporting

• Performance Reporting
• FAQ hit rate Reporting
• Language Demand Reporting
• Category Reporting
• Keyword Search Reporting

Benefits

• Insurance of service quality
• Constant FAQ adaptation to end user needs
• Adapting to language demand
• Constant improvement of Self-Service Portal