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.

主なメリット

ビジネスにインパクトを与え、より良い結果を出します。

お問い合わせ

顧客満足度の向上

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

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

Create satisfied customers who are more likely to recommend the business to others.
効率性の向上

Improve agent efficiency through better information and training, reducing costs and call times.
Grow customer lifetime value

Retain customers and encourage repeated transactions with a superior experience.

ビジネスへの影響

顧客の完全な可視化

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.

See more success stories

ソリューションの構成要素を探る

製品

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

OpenText™ Contact Center Analytics
スピーチとマルチチャネル分析でカスタマーインサイトを引き出す

プロフェッショナルサービス

OpenText Consulting Servicesは、エンドツーエンドのソリューション導入と包括的なテクノロジーサービスを組み合わせて、システムの改善を支援します。

情報管理の旅を加速させる
コンサルティングサービス
総合的な情報管理サービスおよびリソース
プロフェッショナルサービスの詳細
迅速な導入で価値実現までの時間を短縮
FasTrakパッケージサービス

トレーニング

OpenTextのラーニングサービスは、知識とスキルを加速させるための包括的なイネーブルメントと学習プログラムを提供します。

OpenText™ コンタクトセンター
ラーニングサービス