Empower your contact service agents with your customer 360-degree view. Provide relevant insights so as to have engaging conversions with your customers at the Point of Service Delivery.
Product leveraged: Service Cloud
Solution Highlights
- Next Generation Agent Console with preconfigured VF enabled widgets for displaying data from disparate sources
- Transaction History
- Customer Preferences
- Case History
- Little data presented to agent for an engaging conversation with the customer
- Loyalty History including YTD spend
- Metrics like LTV, CSAT
- Data from customers’ saved lists
- Recommendations for upsell / cross sell
- Product extensions / Warranty
- Next best product
- Contextual Offers
Business Benefits
- Customer
- Better Experience – Increased CSAT
- Loyalty – Increased LTV, NPS
- Customer Service Representatives
- Customer Service Representatives
- Better service delivery
- Enterprise
- Reduced OPEX – C2C, CPO, C2S, FCR, Reduced Transfers
- Revenues – Increased conversion, AOV, Cross & Up Sell