OpenText Solutions for Customer Services
Ensure customer loyalty, streamline customer support operations and facilitate cross-selling
To provide superior service, your representatives must be able to access customer interaction details quickly. Problems in delivering world-class service are introduced when:
- Customer information is distributed over many systems throughout your organization that are costly to operate
- Services staff cannot locate information needed to resolve customer inquiries in a timely manner
- Knowledge gained from previous inquiries is not available to facilitate solving future issues
- Escalation of customer complaints is handled ineffectively
- Service representatives are not trained in a complete and timely manner
OpenText solutions for Customer Services let you assemble information from different sources to give services representatives all the information necessary to resolve questions. Livelink ECM displays a customer folder with logical dividers for accessing files containing data and documents from SAP, Livelink Enterprise Server, Livelink ECM - Production Document Management and other information sources. Livelink ECM - Communities of Practice lets customer service representatives identify the expertise needed to resolve difficult issues, and provides a secure environment for extending the dialog to customers and partners. Livelink ECM also provides solutions that support best practices for product launch to ensure that all stakeholders, including service representatives, are trained about the latest product releases in advance of customer inquiries. Livelink ECM learning management solutions enable busy customer service staff to come up to speed on their own schedule.
OpenText solutions for Customer Services help you meet your business goals through the following processes:
