overview

Customer Service Management(CSM)

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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

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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:

Alcor's Key Capabilities

Key Capabilities

Benefits

Business Benefits To Avail With Customer Service Management

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