| |
|
|
 |
|
|
|
|
|
Reduce email and chat volume
Challenge
| Many telecom providers are struggling with the cost
of service through email and chat. Customers seem to flood these
channels with requests that are not suited for resolution through email or chat. For instance,
helping a customer troubleshoot a phone
setting problem over email is not efficient. |
|
|
Solution
What is needed
is a well-designed multichannel web customer
service strategy that includes self-service,
email, and chat options working in concert
to help the customer. eGain helps telecom clients implement
email and chat channels as seamless escalation
options from web self-service. This ensures that the
customer has been offered all relevant content
before being directed to an assisted service channel.
In addition, clients deploy sophisticated,
interactive web forms leveraging the eGain platform to ensure all that all necessary
content is provided before submission. Integrating
customer information into the escalation process
ensures that inquiries from different customer
segments are assigned appropriate service
levels and escalation options.
Accurate routing of email and chat inquiries
in the eGain solution ensures that they are
fielded by appropriately skilled agents who
efficiently deliver consistent responses using
the same knowledge base that would be used
for calls and web self-service.
Typical Results
Telecom clients using eGain solutions for
web self-service, email, and chat have found significant benefits:
|
|
 |
More than
70% deflection of consumer email inquiries |
|
More than
56% deflection of dealer email enquiries |
|
More than
40% of issues resolved through web self-service |
|
More than
80% of website visitors find accurate information |
|
| |
|
|
|
 |
 |
 |
FIND
OUT how an eGain-powered CIH can help telecoms turn customer
service into a true differentiator |
|
|
 |
|
|
| |
|
|
