Today’s customer expects a consistent experience regardless of the channel they use. It is no longer a selling point; it is expected. They need to be able to contact you across any channel, to switch between them during the resolution of a case, and for all information to be shared across those channels.
Email to Case: Track and manage cases via a central support email inbox.
Web to Case: Capture enquires directly into your CRM via a Web form.
Case Portal: Allow your clients to log into a Web portal and manage cases online (self service).
Web Chat Integration: Using our integration tools, capture chat logs from your Web chat applications and store them in Workbooks.
Social Media Integration: Integrate social media tools like Hootsuite, to capture the social conversation inside your CRM.
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CRM from Workbooks enables this. Whether your customers contact you by telephone, email, customer portal, web chat or social media, your service team has a single and shared view of the case.
If queries come in through email you can track and manage cases via a central support email inbox. You can capture website enquires directly into your CRM via a web form. If your customers prefer to reach you via a web portal these queries are recorded in your CRM and cases are managed online.
Using Workbooks integration tools, you can capture chat logs from your web chat applications and store them in your CRM platform. And finally you can integrate social media tools like Hootsuite, to capture the social conversation inside your CRM.
However you communicate with your customers, information is shared and the experience is seamless.
Automatically create cases and set priorities. Assign tickets to individual users or groups (queues). Track all emails, notes and activities in one place. Synchronise with Outlook, Exchange/Office365 or Google Apps.
Maintain visibility of performance to your agents with reports & dashboards, and display them on a screen to drive behaviour day-to-day. Make key customer metrics visible to management for better decision making.