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Inbound with AG-VIP SQL + option Workflow By Inbound one understands the receipt about calls and other events. With the call centers software AG-VIP SQL you are in the best way prepared for Inbound. No matter whether you operate an office service or a lottery hotline: Application scenario: Service / HelpdeskOn the help desk, you receive requests via telephone, fax or email. For the most part, users will contact you that have problems with products or services or that are slightly agitated and are expecting your staff to promptly solve the problem. In these situations, AG-V.I.P SQL Workflow-Engine helps you to provide the required information quickly and guarantees a structured way of dealing with the matter. Unrestrictedly defineable masks help to collect information in a structured way after support occurences. Based on complete contact histories, every staff working in supports will find out immediately what kind of similar problems had been solved for your customer so far. Every support question automatically contains a unique ID for the generated trouble ticket. If too many support questions come in at support level 1, further support questions can be passed on to support level 2 by maximum waiting time. Tickets that have not been worked on within x hours are directly passed on to second level support. Naturally, in second level support any further number of escaltion can be chosen. Once a support question has been successfully solved, the tickets go back to process level questions open. If there are any further questions or subsequenting problems, the ticket can be reactivated at any time. After some time, the support question is passed on into the final stage where it may be deleted automatically. The project statistics shows how many support questions are currently to be processed on which level: The total duration of processing per ticket is constantly recorded so that you can add up bills according to the exact time you spent on a support question. Your advantage: · Structured complaint management safes customer relations · Fast and competent consulting turns dissatisfied into satisfied customers · Support questions are not overlooked owing to structured ways of proceeding incl. escalation · Answering support questions is speeded up owing to automatic forwarding of information
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Bills can be added up according to the exact time of processing,
because the total duration of processing is constantly recorded Application scenario: acquisition of new customersDue to the UWG (unfair competition law), cold callings as well as emails and faxes without a customer's permission are possible only partialy. Therefore, the following scenario will be devided into two mailing campaigns. The target group has been pre-defined with the help of AG-VIP SQL's flexible selection options. The address list is postage optimized for dispatch of info letters within Germany. Postally incomplete addresses are excluded automatically so that only complete addresses are selected. AG-VIP SQL offers you a complete control data file for standard letters with MS-Word. As soon as a customers responds, your staff will find the address on the basis of any criterion at will by a simple double click on the ticket. The ticket will open automatically on the level info dispatch. At the push of a button, pre-defined documents can be generated, e.g. in MS-Word. For a follow-up call, the ticket is automatically classified to the level info follow up. Potential contacts won't get lost anymore. The acquisition process will be activated. After two weeks, all tickets you didn't receive any response on are classified automatically into the follow-up mailing level because you can define a maximum and minimum waiting period. By defining another maximum waiting period, customers who didn't respond are classified into a final category: not interested. In the sense of an Information-Lifecycle-Management, the generated tickets can be deleted automatically after x days. Still, the address data remains with the information that the customer didn't respond to the offered product. This helps to prevent the data base from getting unnecessarily big. The statistic shows how many tickets are currently in which process step. This helps you to follow the success of your campaign any time so that you can intervene and control whenever you like. |
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