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Demandes de renseignements et réclamations des clients

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Présentation

See how a leading interactive multichannel retailer delivers better customer experiences using OpenText's workforce optimization solutions

How empathetically and effectively an agent responds to customers can be the difference between loyalty and churn. Customer inquiry and complaint solutions help agents quickly respond to customers more effectively and with greater empathy.

Avantages clés

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  • Performance increase icon

    Augmenter la satisfaction client

    Create consistent customer experiences throughout the sales cycle to respond quickly to customer needs and build strong relationships.

  • Teamwork customer retention hands icon

    Increase revenue and customer loyalty

    Leverage customer information more effectively during interactions to drive better offer relevance and service personalization.

  • Teamwork person3 connection icon

    Encourage referrals

    Create satisfied customers who are more likely to recommend the business to others.

  • Teamwork person3 connection icon

    Renforcer l'efficacité

    Improve agent efficiency through better information and training, reducing costs and call times.

  • Business rocketship dollarsign icon

    Grow customer lifetime value

    Retain customers and encourage repeated transactions with a superior experience.

Incidences sur l'entreprise

  • Visibilité client complète

    With multiple touchpoints across the organization, often there is no unified customer view. Critical information to shape customer experiences is often lost, leading to missed opportunities and poor experiences. Unify information across departments.

  • Raise your Net Promoter Scores

    The customer service department is often measured by its Net Promoter® Score (NPS®). To keep scores at 9 or above, means getting feedback, analyzing and applying it to create better experiences. Consistently rank high in service quality.

  • Routine action automation

    Customer service is inundated with routine inquiries that do not require a customer-specific response. The volume increases hold times and takes time away from resolving complex customer issues. Automate routine inquiries with AI and chatbots.

  • Proactively search social media

    Many people post their company feedback online and expect companies to pay attention. Manually scraping social media feeds is time consuming, error prone and strains tight resources. Scan social media to better understand the Voice of the Customer.

Leaders trust OpenText

See how customers are succeeding with Customer Inquiries and Complaints solutions from OpenText.

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Explorer les composants de la solution

Produits

OpenText offers a choice of products to manage customer inquiries and complaints in contact centers.

Services professionnels

OpenText Consulting Services comprend à la fois la mise en œuvre de solutions de bout en bout et de services technologiques complets pour améliorer les systèmes.

Formations

OpenText Learning Services propose des programmes complets d'habilitation et de formation pour accélérer l'acquisition de connaissances et de compétences.

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