Solutions Customer Self Service, Account Management

Today’s customers demand the ability to do as much as they want for themselves. And, they want to be able to do it over the phone, on a web page, via sms, and even integrated with social networks – and tomorrow they will demand something different. Metaphor’s multi-channel capabilities allow an organization to define their self-help processes one time and then be assured that they will be presented in a consistent, high-quality manner no matter how a customer chooses to consume them.

In a traditional environment, providing an avenue for customer self service in any given communication medium is an initiative unto itself – web portals are managed and implemented separately from IVR systems, call centers are separately from kiosks in a retail outlet, etc. With Metaphor, the process being delivered to the customer (place or track an order, check status, find technical support, check account balanced, etc.) is defined once and then seamlessly exposed to any and all communication channels.

This means that customers not only receive high-quality and smart interactions, but they will be satisfied that the interactions will be consistent no matter how they choose to engage. No longer will they be able to do some things on a web portal and some smaller set of options on their smartphone or via sms. Wherever and however they choose to interact, they will be experiencing the same processes, capabilities, and they will receive consistent and reliable results, leading them to be more satisfied, more loyal, and more engaged.

Solutions

Key Resources

• A New Model for Customer EngagementLearn about the 6 steps every company needs to take for effective customer engagement.
• Customer Success StatisticsHow effective engagement helps you get and keep more customers.
• Special Technology Initiative?Tell us more about your project.