Your Challenges with Multichannel Management
The processing of customer inquiries is the core task in Multichannel Management. They often arrive via various channels and do either not end up in the right place or even get lost completely. Automation potential in this area often remains unused.
- You want to reduce the manual effort in your Customer Service to a minimum
- Unstructured written customer inquiries need to be quickly analysed and categorised precisely.
- Customer inquiries should be automatically assigned to the right people.
- You want to find the optimal solution for a service case quickly and easily.
- You want to capture the emotional content of a message so that you can react appropriately.
The Solution for your Multichannel Management – this is how trueAct helps you
The trueAct Software captures every request as a ticket. On the basis of language, content and emotions inquiries are categorised and forwarded to the responsible employee. Thanks to automatically proposed solutions and text modules, a suitable response is quickly put together and communicated to the customer via the desired channel. The Multichannel Management system trueAct even answers standard inquiries independently.
trueAct recognises language, content and emotions of all inquiries. Thus, requests are categorised appropriately and assigned to the right person.
The software automatically offers the agent the most suitable solutions for answering recurring questions.
Control of all channels
Customer inquiries can be processed clearly, centrally and without media disruptions across all electronic communication channels.
Docking – everywhere
trueAct can optionally be integrated into existing software landscapes and can be used with several third party solutions.
The software is self-learning
By means of intelligent algorithms trueAct learns independently case by case and, with time, generates a growing benefit for your customer service.
Case Study: Successful Multichannel Management at Mobility
Mobility car sharing Switzerland provides its 127’300 customers with some 2’900 vehicles in nine different vehicle categories at 1’460 stations throughout Switzerland round-the-clock. The main customer argument in favour of using the Mobility fleet is the convenient self-service, the central and non-central stations, the efficiency of the combined mobility and the option to use the vehicles round-the-clock at short notice and for short periods of time.
Strong Increase of Emails in Customer Service
At the beginning of 2008 Mobility registered a strong increase in customer Emails. With the tools used for Multichannel Management so far, Mobility Customer Management was pushed to its limits and customer satisfaction was in danger. Mobility searched for a solution for more efficient Email Management. PIDAS convinced them with its Multichannel Management software trueAct and was able to fulfill the high expectations of the Mobility Customer Service.
Use the Potential for Increased Efficiency with trueAct
In a phased introduction of the Multichannel Management solution trueAct the quality of customer service was a lot improved. Assignment processes could be automated, expensive competence levels could be relieved of routine tasks and the SLA performance could be monitored and maintained. Additionally, a 360°- view of customers and their inquiries could be established. By this, response times could be greatly reduced and more detailed evaluations of service processes and customer issues could be generated.
More Speed in Customer Service thanks to Multichannel Management with trueAct
Through trueAct Mobility has achieved the necessary transparency regarding their Customer Service and relevant processes. In this way, improvements could be quantified: Since the introduction of the trueAct Multichannel Management software more than 30% of the processing time could be saved. Savings resulted mainly from the introduced automation and knowledge support, which apart from a higher customer satisfaction, also entailed reduced costs.
By using the trueAct Multichannel Management, Mobility can offer even more to customers. By means of the web self-service Mobility customers can directly access the artificial intelligence of trueAct and automatically receive the suitable response when entering their questions. Thus, the Mobility Customer Service is available 24/7 and relieves the Service Organisation.
Benefits for Mobility
With trueAct Mobility has established a Customer Service Platform that suits the organisation: easy to handle, innovative and intelligent. And at the same time always focussing on the customer benefit!
This is what Mobility says
«Thanks to trueAct, our self-service area can answer inquiries about general topics immediately around the clock. Our potential customers, customers and employees can equally benefit from this service.»
What trueAct does for your Multichannel Management
This is how your Customer Service gains more speed and your customers become fans! Discover the performance capacity of trueAct in only 80 seconds.