Online Customer Service
Ten year’s ago online shopping was a ground breaking and radical concept, five year’s ago it was still in its infancy and today it is the fastest growing retail channel, widely accepted by all types of consumers. Now that online retailers have proved the viability of the internet other types of organisations are looking to improve customer service and reduce costs with web based services.
Toplevel specialise in online service portals and we can help you provide 24x7 service; for customers, suppliers and partner organisations, whether you are a government body, a charity or a services organisation. Interactive services via the internet are able to reduce the costs of running expensive branch offices and make customer service more effective, thereby increasing customer satisfaction. Your organisation can be open 24x7 whilst your branches and contact centre are unmanned. The web portal can also help to reduce the volume of inbound calls you receive, cutting the costs of customer service dramatically. Research from SOCITM shows it costs £4 to handle each call to the contact centre, and £7.81 to deal with it face to face, but just 17 pence online in local government. Cashable savings on this scale are equally realisable by charities and service organisations.
The case for online services is compelling – how else could you both lower the cost of customer service and increase customer satisfaction at the same time?
What will it provide for you?
The functionality you need will depend very much on your organisation, which is why all our online portals are completely flexible, but we've listed some common requirements below.
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Capabilities
- Collaborative working with colleagues
- Supports multiple member types e.g.:
- Staff
- Managers
- Remote workers
- Customers
- External reviewers
- Partner agencies
- Suppliers
- Shared access to documents
- Restricts access to confidential matters
- Manages collaborative report completion
- Self-service access to case or project
- Data Protection; members access only permitted cases & project information
- Self-service track and monitor case status
- Search historical information
- Reduces progress chasing with alert messages
- Helps meet deadlines with “to-do” lists
- Can escalate urgent or overdue work
- Your business rules built-in
- Manages workload, allocating tasks to next participant
- Takes payments if required
- Self-service access to account movements and balances
Technologies
- Integrates in any CRM environment
- Easy to use, outstanding user acceptance
- High customer satisfaction, as it works on any browser
- Integrates with email
- Highly secure login and password
- Supports multiple member types
- Secure personalised access privileges to protect your data
- Supports remote staff, even without extranet or VPN
- Accessibility compliant, AA or AAA standard
- Fits into any website, including CMS based ones
- Adapts to your website branding & logo