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The ScenarioA Customer calls the Bank because he is not happy about a Non Sufficient Funds fee that has been charged to his account.The Customer Service Rep is able to understand who he is talking with and his relationships with the Bank, and therefore consults his Supervisor to re-fund fee charges and ensure a happy customer. |
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Keys to Success• Knowing more than your customer's name when you answer the phone.• Visibility into the full customer relationship in order to make the right decision. • interAct's ability to automate CRM tasks. • Record the phone call and automatically insert it into the CRM Activity. • Advanced Active Directory search, find out who is immediately available. • Use Secure internal Chat to IM the available Supervisor to validate availability and then call to discuss the situation. • Email the Customer and have the correspondence tracked in CRM. • The ability to do all these things from a single desktop client without wasting time toggling from one window to another. |
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Customer Service Rep: John Smith
Account Supervisor: Juan Brown
Customer: Pete Williams, Jr.
