Service Automation

ExploreCommerce service automation provides an intelligent, integrated knowledge management solution that promotes one-time solution publishing, making individual solutions available to your audience via numerous methods. In addition, enhances administration of the article life cycle, coordinating article ratings and relevance, and providing management with powerful metrics and reporting tools.

ExploreCommerce service automation also includes an integrated case management model that departs from traditional service, where customers often feel like their information is hidden from them. With ExploreCommerce service automation customers can submit a new inquiry, which automatically creates a new case for that specific incident. Customers are always kept completely in the loop, with full access to their own case history.

Maintain happy and satisfied customers:
Your customers should have immediate access to all the information that you need to provide to them. They visit your knowledge base portal, and instantly be able to find the answers they need, from a selection of powerful search methods. When they cannot find the answers, they can easily submit a new service case and they will get the response they deserve.

Improve efficiency and reduce cost:
Your customer support staff will use the knowledge base for solutions reduce the time to answer questions. With a decreased inbound contact volume, your support staff will also be able to work as a more efficient and cohesive team. Training time will be reduced by minimizing the hands-on training. The knowledge base will make all the necessary information instantly available for new staff.

Minimize escalation of issues reduce call and email volume:
The knowledge base will provide your front line customer service and support reps with the ability to handle most issues, without the need to escalate to a second or third tier, and reduce your call center call and e-mail volume,

Powerful insight into your customers:
Complete with powerful reporting capability and metrics options, provides great insight into all aspects of your knowledge base, as well as your customer needs and preferences.

Improve response consistency:
By standardizing customer service representative responses, you will streamline your efforts to maximize your representative effectiveness, reduce callbacks, and build tighter relationships with your customers.