Self-Service allows any person (customers, employees, suppliers) to be able to interact with organisation independently and without human assistance. For a Self-Service interaction to be successful it has to generate confidence, be quick, simple, accurate, secure, personalised,… and be always available.
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To do this we have the RightNow Technologies’ knowledge base. This solution is the world leader for the multi-channel contact centre, offering the multiple possibilities for Self-Service response.
Its powerful Artificial Intelligence functionalities and natural language comprehension, mean that users can find for themselves the information they need in any contact channel.
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Our system learns automatically with each interaction. It stores the most interesting responses so as to avoid agents having to answer the same query over and over again. It is capable of capturing the state of mind of agents and users, providing personalised recommendations and issuing detailed statistic reports on all aspects related with customer services. It provides agents with powerful tools for responding to inquiries from a single screen.
It has modules for issuing surveys, proactive campaigns and for promoting cross selling. The responses provided in all these interfaces pass on to the same knowledge database, thereby increasing the probability of new inquiries being attended to automatically, with the corresponding reduction in costs.
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-Costs reductions
-Increased quality
-Increased customer satisfaction
-Generating sales |
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..."Capacity is scalable in accordance with needs"... |
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-Reductions in support costs.
-Rapid return on investment (ROI).
-Reduction in queues.
-Reduction in agents’ training costs.
-Increase in agents’ productivity.
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-24x7 availability.
-Consistent and updated information.
-Uses multimedia formats.
-Rapid responses.
-Rapid and easy scaling.
-Satisfaction by being able to obtain responses oneself.
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To do this, we in Infoco provide a co-ordinated set of solutions and processes, recognised throughout the world and applicable externally and internally in any organisation:
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These solutions have been implemented in more than 1,000 organisations: public and private, from large multinationals to small companies, covering practically all sectors and developed countries in the world. Every day they justify the value they provide.
We are sure that you can also benefit from this! Let us show you how!
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