Customer Service Management

overview

Customer Service Management(CSM)

In today’s digitally connected service economy we find the convergence of products and services coupled with an augmented customer expectation. The traditional customer service solutions are not working. While the traditional approach drives efficiencies and increases the speed with which agents respond to customer issues, it does not give agents visibility into the underlying problems. Businesses need a way to identify and address the root cause of customer issues and align all parts of the business, across different departments and geographies, to deliver consistent and transparent customer service.

overview

Get deeper into CSM practices at Alcor

Alcor’s Customer Service Management is an omni-channel customer service solution that systematically identifies the root cause of customer issues and resolves them, reducing case volume and increasing customer satisfaction. With access to the real-time operational state of the customer install base, customer service agents can easily correlate multiple cases to the same underlying problem. Once a problem is identified, a structured approach is applied to resolve it either through changes to product or process or delivering integrated field service—bringing in other parts of the business to drive resolution. Repetitive requests are automated and published as self-service actions on customer portals.

Our Practices

Range Of Best Practices Utilized At Alcor

Alcor Solutions is uniquely positioned to help you drive continuous improvement in your service commitments and pay dividends in customer loyalty. Our consultative approach utilizes best practices in:

Visualizing

Visualizing the real-time operational health of your install base to pinpoint underlying problems.
Solving problems

Solving problems permanently through integrated field service, knowledge sharing, product improvement and process changes.
Automating services

Automating services and publish as catalogue items for self-serve.
Service Commitments

Service Commitments improvement in service commitments.
360° View

360° View your customer service department to have a full 360 view of the customer that goes beyond the traditional CRM offerings.

Alcor's Key Capabilities

Key Capabilities

Case Management
Agent Workspace
Omni-Channel
Customer Central
Advanced Work Assignment
Playbooks for Customer Service
Guided Decisions
Predictive Intelligence
Workforce Optimization
Process Optimization
Engagement Messenger
Self Service
Virtual Agent
Knowledge Management
Communities
Field Service Management
Visual Workflow & Automation
Proactive Customer Service Operations
Industry Data Models
Issue Resolution
Customer Project Management
Virtual Task Assignment
Mobile Agent
Walk-Up Experience
Performance Analytics
Reports and Dashboards
Surveys
Continual Improvement Management
Outsourced Customer Service

Benefits

Business Benefits To Avail With Customer Service Management

Increased CSAT through a rigorous service management approach that identifies root causes and solves the underlying problem.
Improved Service Consistency with integrated case resolution aligning different parts of the business.
Smarter Customer Interaction through omnichannel customer engagement, customer and case intelligence.
Effective Case Resolution through root cause analysis and integrated field service, knowledge base updates, product improvements, process change, and self-service catalogues
Proactive Operations with advanced analytics, anticipate and respond to KPI trends and the voice of the customer.

ALCOR'S TESTIMONIAL

Customers Speak

"I just wanted to share a quick note and let you know that you guys do a really good job. I'm glad I decided to work with you. It's really great how easy your websites are to update and manage. I never have any problem at all".

Head of Operations,
IT Infrastructure, Japan

"I have associated with Alcor for some time now, and I am glad to let you know that it has been one of the best decisions for our organization. You have done a great work with the website".

IT Director,
Healthcare, USA

overview