The shift to digital-first customer engagement, as well as the move to remote work, has put an obvious strain on support systems. Now more than ever, service agents require instant access to the right information, whether serving customers on the phone or in person.
Customers view a company as a whole entity, so providing service agents with the agility to resolve all types of issues, from billing to technical, is essential. A complete 360-degree view of the customer can maximize efficiency and ensure a superior customer experience.
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Respond quickly to customer needs and build strong relationships to create consistent and memorable customer experiences.
Close cases in a more efficient manner with real-time access to all customer-related content directly within CRM applications.
Spend less time searching for relevant information to resolve calls quicker, reduce customer wait times and increase the number of queries agents can process.
Instantly locate and reuse the right information and regulatory content to comply with mandates and guidelines, such as GDPR.
Eliminate information silos by consolidating on a single content management system connected through to front-end applications.
Without access to commercial agreements, agents often struggle to resolve operational issues. This can lead to embarrassing and time-consuming situations that damage the brand. Take the guesswork out of support with full customer visibility.
Different stakeholders across an organization access customer information. For security, it is important they only access role-relevant information. Protect information with roles-based permissions to only deliver what is needed, when it is needed.
See how customers are succeeding with Content Management for Customer Support and Service Management.See more success stories
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Solve Content Management for Customer Support and Service Management challenges with OpenText.
OpenText Consulting Services combines end-to-end solution implementation with comprehensive technology services to help improve systems.