Benefits
Customer care / Help desk
When customer care receives the call, the caller's information will appear on customer care representative's PC's browser in a few seconds.
If the caller information is not on the e.g. CRM system can customer care representative add the caller's information on the e.g. ticket form and include this information on CRM system. Customer care service level will be much better by using mobiConverge:
- the respond time will be faster
- less errors
- better service level over all
Sales
When sales representative receives a call from the customer the mobiConverge pushes immediately all the information of the calling customer from e.g. CRM on sales representative's browser
Sales representative will see e.g. what product/services the calling customer has bought, are there open proposals etc.
Call mediation services
Problem: when customer receives a call which will be conducted through the GSM-switch, the customer will see the number of the switch board not the extension number of the caller. If customer wants to call back he is calling to switch board and switch board does not know from which extension number the call was made.
Solution: when customer calls back to switch board mobiConverge will bring the information of who is the contact person of the caller and mediator can connect the customer to the right person.
Ticket system
mobiConverge opens the interface of the ticket system on the browser providing the caller information when call arrives. If receiver can not answer the call he can check the caller cellnumber from the ticket system information before calling back.
- Faster problem solving
- Expense savings
- Better service level