Customer Service and Support Features and Functions
Customer service and support (CSS) automates some service requests, complaints, product returns, and information requests. Traditional internal help desk and traditional inbound call-center support for customer inquiries are now evolved into the "customer interaction center" (CIC), using multiple channels (Web, phone/fax, face-to-face, kiosk, etc). Key infrastructure requirements of CSS include computer telephony integration (CTI) which provides high volume processing capability, and reliability.
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Creating New Cases (Service Requests)
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Assigning Cases
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Escalating Unresolved Cases
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Solving and Closing Cases
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Creating and Maintaining a Solutions Knowledge Base
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Customer Self-service Web
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Customer Support and Contact Management Features and Functions
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