Solutions Business Solutions

Customer Service (self, agent assisted)

In good or bad economies, companies are always seeking ways to cut costs and boost productivity without adding headcount or decreasing service levels.

A smart way to achieve these goals is by complementing full-service, agent-assisted activities with customer self-service solutions that complete an effective customer engagement strategy.

Interactive Softworks’ Metaphor Customer Engagement software provides, in a single software platform, everything a company needs to establish and optimize web- and voice-based full-service and customer self-service solutions for any type of customer interaction.

Increase Productivity

Web- and voice-based customer self-service applications allow customers to help themselves while a company’s full-service personnel focuses on delivering more personalized service and other tasks that cannot be automated or relegated to technology. Full-service productivity enhancement tools, such as a unified desktop, can simplify and optimize interaction management in ways that promote first-call resolution and decrease handle times.

Improve Customer Experience

Expanding service options that allow consumers to help themselves in their preferred channel or device leads to greater customer satisfaction. This and delivering a consistently similar customer experience in other self- and full-service channels will promote brand loyalty and customer retention.

Reduce Operational Costs

Customer self-service applications offset the time and effort required by full-service personnel to interact with a customer. Deflecting calls and other inbound service requests aimed at full-service support can represent significant cost savings.