Integrating Customer Service Across All Channels

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THE PROBLEM

The customer navigates the brand’s website to resolve a problem but becomes frustrated and calls Customer Service. Agents are unaware of her previous online activity and she has to start all over again. There is an acute lack of integration and too long of a delay between the customer service team and latest data from online sales and marketing activity.

THE SOLUTION

Empower the customer service team to help discern the next best action, as informed by each customer’s past and real-time activities. Alterian’s cohesive, holistic software can remember a customer’s place within any automated processes she may have started. When on the phone with a customer service agent, the agent will have access and visibility into the customer’s recent activities, including any incomplete or abandoned processes. In this way, the support team can better coordinate, prioritize, and manage the needs of the customer. It is also an opportunity to automatically deliver premium service and support to high-value customers.

THE BENEFIT

Improved Efficiency by Reducing Call Handling Time: Leads to more agents available to answer calls and reduced waiting times for customers.

Improved Customer Experience: Shorter wait times to speak with someone and reduced effort required by customer to explain problem or understand solution.

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