Tuesday, October 22, 2013 − 2:00 PM to 3:00 PM MDT
One of the key elements of any CRM plan is integration, the unification of all your company’s data sources and silo systems to create a single, holistic view of each customer.. Whether they are, business organization or system-based silos, they all conspire to make customer journeys fragmented, painful and costly.
A typical customer journey includes interactions via contact center, corporate portals and conventional emails. Yes every call, every click, every message counts. Enabling these journey points is paramount and Oracle is privileged to assist you in the strategic components to this journey via this webinar.
Join us for a webinar on
“Creating meaningful Customer Experience with Unified CX Solutions”
Traditionally, CRM self service portals used to be the web support channel for customers. Some companies extended this concept and used such portals for employee management, dealer management etc. However, such use cases are very minimal.
Even today, majority of the self service portals in the market focus on these standard functions only:
Register / Login
Search / View Knowledgebase published by the company
Create Service Requests
While these basic features are required, modern web support (whether it is self service or assisted) wants to go a step beyond this. For example, let us take an example of a college, deploying their own self service portal for students.
College students get a login (or can register) in the portal
They can login, see the college knowledge base / download documents
In case they have a support requirement, they can create a service request
Wait a minute, when you say “Service request” what do you mean?
For a student, it may mean many things: Requesting for a mark sheet, Requesting for an attendance certificate, Requesting for a change in the profile phone number etc.
While all these are service requests, their nature is not the same. For example, when requesting for a mark sheet, they may have to provide additional details such as their examination number, year of exam etc. When requesting for an attendance certificate, they may have to say this certificate is required for what purpose, from which date to which date etc.
This means, even though portals call it with a single term “Service Request”, it actually means many things. You can’t have a single form and expect that to serve every possible service request case. Either that form will be too generic not serving the purpose, or it will be too long and users will run away.
To take care of such problems, CRMIT’s CRM++ Self Service Portal is moving in the direction of dynamic SR Types Management feature. This means, companies implementing CRM++ SSP can design their own types of Service Requests, and design unique forms for each one of them, with specific fields, labels they are looking for. Customers will love this because only targeted questions are asked, Agents will love this because all the information they need to solve a particular problem is right in their hands.