Make your electronic communications with customers more responsive, efficient, and cost-effective
What if your organization were to stop picking up the phone? It's unthinkable for most businesses. Yet, when it comes to electronic communications, many take too long to respond, send incomplete answers, or worse yet, never answer at all. Exacerbating the problem, when electronic response is managed as a separate silo within the contact center, customers must continually "start over" when they move from a Web self-service session to an electronic channel, or from an electronic channel to the telephone. At best, your customers get frustrated. At worst, they end their relationship with your business -- and even dissuade others from doing business with you.
With an agent-assisted phone call typically costing as much as five times more than an electronic response, finding a way to optimize your management of this efficient channel is critical.
ATG Response Management is the complete solution for electronic response management, empowering you to meet your customers' growing desire for electronic communications while also gaining significant savings in support costs. By integrating all forms of electronic communication including e-mail, Web forms, chat, short messaging service (SMS), and multimedia messaging service (MMS), ATG Response Management helps your company offer more responsive, satisfying, and cost-effective customer service. Moreover, ATG Response Management can be used as part of the Wisdom-enabled ATG Service Suite, to ensure the continuity of your customers' experience regardless of whether they interact with you via telephone, e-mail, Web form, or Web self-service.
IMPROVE CUSTOMER SATISFACTION WHILE REDUCING SERVICE COSTS.
Moving more customer service interactions to electronic channels not only answers a growing customer demand, but may also reduce contact center costs by as much as ten percent - helping your agents handle fewer inquiries, with lower interaction time per inquiry. To give customers the most rapid and relevant answers, ATG Response Management includes best-in-class categorization capabilities that assess inquiries; send an automated response, if appropriate; or route the inquiry to the agent best skilled to handle the issue. Customizable response templates ensure that agents quickly provide accurate and thorough answers, not haphazard responses. ATG Response Management also includes an "external expert" feature, which allows your agents to forward communications to subject matter experts in other parts of your business, to establish a collaborative resolution process.