»SERVICE RESPONSE MANAGEMENT | CASE MANAGEMENT

SERVICE RESPONSE MANAGEMENT

Register every request as a ticket and forward it to the responsible employee on the basis of language, content and emotions.

ANALYZE AND CLASSIFY CUSTOMER SERVICE AUTOMATION CUSTOMERS!

Our software records every request as a ticket. It is categorized based on language, content and emotions and forwarded to the responsible agent. Thanks to automatically proposed solutions and text modules, an appropriate answer is compiled quick and easy. This is then communicated to the customer via the desired channel. The solution can also answer standard inquiries as part of service management itself!

Nevertheless, you want to capture the emotional content of each message so you can act appropriately. The intelligent analysis uses complex patterns to identify the language, content and emotions of all inquiries accurately. Concerns are properly categorized and assigned to the appropriate employee. You want to reduce the manual effort in your customer service to a minimum and all customer concerns should be automatically assigned to the right people. This means finding the optimal solution for the particular service case without long processing.

  •  Automatic response to standard requests via an electronic output channel.
  • Automatic delivery of preliminaries?? and receipts.
  • Automatic update of existing cases for incoming responses or questions.
  • Automatic assignment of cases to appropriate locations depending on the language and content of the request received.
  • Automatic provision of response suggestions for agents (knowledge support).
  • Direct and automatic response to web-based customer concerns (web self-service).

ADVANTAGES AT A GLANCE

SUCCESSFUL CUSTOMER SERVICE AUTOMATION

Editing customer requests
Nowadays customer requests arrive via different channels and often do not end up in the right place or even get lost completely. All customer requests can now be recorded centrally, regardless of the communication channel, and intelligently processed without media fractures??. Standard inquiries are answered by our solution automatically.

Automated procedures
Manual processing and cumbersome forwarding to the responsible office takes time and money. This annoys not only team members, but also the customers. Now you can automate complex processes to make your life easier. All customer concerns can be processed reliably, efficiently and in the best quality.

Transparency and improvement
Monitors all service issues constantly, collects all information and generates comprehensive reporting. For example, it becomes clear where problems lie and what can be improved. This means you’ll always know exactly how satisfied your customers really are.

  • Banking
  • Insurance
  • Trade
  • Automotive
  • publishers
  • telecommunications
  • Health
  • Public hand
  • IT / Telecommunications

Campaigns are never standard – they are always specific. That determines success or failure. So, you don’t need standard software for campaign management, but a campaign management solution for your standard needs.

The open and well-documented interfaces of our solutions are the basic prerequisite for perfect adaptation of all components to your campaign management requirements. In addition to the efficient linking of your telecom technology to customer databases during a call, the Workflow Manager and Script Generator are ideal tools for casting your idea of the interaction of all components into a user-friendly form.Of course, you can do this yourself or let our team of experts help you.

CONTACT

Get in Touch with us

For new business and other questions

Phone
GE: +49 621 490 93 130
CH: +41 21 560 329 0

E-Mail
digital@sogedes.com
systems@sogedes.com


I have read and accepted data protection statement.

SOGEDES

SOGEDES