A comment was made in response to my blog entry at http://phasewareinc.blogspot.com/ that brought up management's need to reduce costs in the call center (when it is still considered a cost center). In his case, this was done by lowering wages offered to customer support agents. Likely this reduces the depth of the talent pool as well. To compensate for that lack of talent, these agents are given scripts to follow that will, hopefully, match any issue a customer should call about. Unfortunately, personal experience shows that this is not the path to great customer service.
PhaseWare, Inc. has a new feature that will directly impact both ROI and customer satisfaction. It is a new, higher functioning method of giving your customers access to the right information at the right time while deflecting calls and incident submissions.
It is called Forced Knowledge Base Search. It works this way:
With E-mail
If a customer e-mails an incident submission to you he will receive the customary auto-response with the incident number. In addition, the auto-response will contain links to specific articles in the knowledge base that could resolve the issue. If one of the articles resolves the issue, the incident can be closed.
With Self Service Center
If a customer submits an incident via the self service center, the incident will not be completely logged in until the customer reviews the knowledge base articles automatically offered by the system in response to the entered issue. If one of the articles resolves the issue, the customer can choose not to complete the submission.
In both cases, a call was deflected and an issue resolved before any of your staff needed to intervene. It is all done automatically. Statistics about these types of interactions are tallied and can be used to support a strong ROI report.
Enhance your bottom line while giving your customers top of the line service.
May the Force be with you.
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