E-Mail & Chat Support

Services

E-mail has become the primary means to offer Web based assistance for your customers when matters do not require an immediate answer. Low cost, non-intrusive and anywhere anytime access, are some of the advantages of e-mail based communications.

At iSource, we employ a variety of tools that enable our agents to quickly and effectively answer your customer's e-mail in large volumes. Our ticketing system based e-mail management helps us to keep track of the series of follow-up correspondence, to build and update a knowledge base, and to ensure quick solutions to customers.

FAQs, where a database holds standard responses to frequently asked questions, are used as part of the agents response to ensure quick and standardized response. Our Customer Support Representatives are able to analyze and respond to your customer queries quickly and efficiently.

We provide a very reliable and flexible system that responds rapidly to customer queries. Our e-mail response services range from simple courtesy messages to expert system-driven responses to customer inquiries. The systems are designed to scan incoming messages and route them to the appropriate agent. Our agents are thoroughly trained and familiarized with the client's products and services. Use of online knowledge base for information helps provide immediate personalized responses to customer queries. Knowledge base of frequently asked questions and answers are created with clients' input. The knowledge bases are continually updated and improved based on our agents' interactions with customers.

Some of the services offered via e-mail response
management are:
           
....................................................................................................................

  • Customer Service Application / Claims processing
    • Subscription services
    • Feedback collection for products / service / campaign etc
    • Polling / Media analysis
    • Effective up-selling and cross-selling to existing customers during call
  • Presales Postsales & Order fulfillment
    • Product enquiries
    • Order taking
    • Sales processing
    • Up-selling and Cross-selling
    • Documentation & payment queries
    • Post-sales product support
  • Technical Support/ Help desk
    • Troubleshooting for products and services
    • Complaint registrations
    • Guiding customers in collecting information
  • Inquiry Service
    • Product / Service information requests
    • Dealer locator service
    • ATM / POS locator service, etc.
  • Billing Information
    • Queries about account balance
    • Payment information
    • Changes in personal information etc.
  • Enrolment services
    • Registration and enrollment for campaign and events etc.

Chat Support            
....................................................................................................................

With the explosion of companies showcasing their products and services on the Internet, there are now several ways in which a Customer Contact Center can assist the web visitors with LIVE customer service.

When a web visitor seeks assistance, a reactive text chat session is initiated by clicking on a link. The customer support executive interacts with the web visitor, understands the requirements, resolves the query and closes the interaction. Alternately, based on the requirements and on pre-defined parameters, the customer support executive could also trigger a proactive chat session with the web visitor. Power tools like Page Pushing and Web Linking helps the customer support executive to deliver precise solutions to the web visitors, with a reactive or proactive mode of collaboration.

iSource Internet chat service offers you a number of advantages due to the immediacy of the interaction and the ability of well trained agents to react to individual circumstances. When customers are interacting with your web site they can be offered the option to communicate with a live agent via text chat. iSource offers chat support services to augment your web site and strengthen your web based customer interaction.

Customer support executives can help            
....................................................................................................................

  • Web visitors locate the desired product or service information within your web site
  • Understand the visitorís requirements and quickly suggest the available options.
  • Suggest complementing products and services to those already ordered.
  • Finish customers incomplete order
  • Assist in completing credit card transactions
  • Provide a reliable source of firsthand information of your products and services.

The advantages of web enabled customer interaction:            
....................................................................................................................

  • Our support executives assist customers from any location, at any time.
  • Real-time Customer interaction, similar to traditional modes of communications.
  • Possible to display additional information interactively via "pushing" of web pages.
  • Dramatically transform the customer experience and shorten the selling process
  • Opportunity for extensive cross selling based on customer queries.
  • Customers get instant response and need not wait for your e-mail responses.
  • Real-time chat provides a human alternative to an otherwise mechanized e-world.
  • Converts visitors into buyers. Human interaction speeds up purchase decisions.
  • Proactively prevents your customers from abandoning their shopping carts
  • Provides you with invaluable up-selling and cross-selling opportunities

Internet Chat support is ideal for:            
....................................................................................................................

  • Business Acquisition Services
    • Prospecting
    • Campaign management
    • Lead generation and fulfillment
  • Customer Relationship
    • Web site navigation
    • Event registration and other services
    • Polling and opinion services
    • Pre, post sales enquiry processing
  • Help Desk Management
    • Trouble shooting
    • Complaint registration
    • Technical Support

 

>
E-mail Support
  • Services
  • >
    Chat Support
  • Process
  • Advantages
  • Services

  • Links
    >
    Inbound Call Center
    >
    Outbound Call Center
    >
    Email & Chat Service
    >
    Business Model
    >
    Telemarketing Compliance
    >
    Call Center FAQ
    >
    Call Center A-Z
    >
    Call Center Glossary
    FREE TRIAL QUOTE
    Please send your
    quaries with this.
    ..................................................

    Copyrights © medical-billing.isourceindia.com, 2003-2007. All Rights Reserved