Customer Engagement

ESM customer engagement

Technology has transformed the way people interact with service departments across all industries. No longer do customers expect to wait in call queues to speak to someone about their queries. In the digital age, consumers and business customers alike expect to have the freedom and the tools to track their orders, resolve their problems and view the information they care about, themselves.

IFS provides cloud-based managed services that quickly and efficiently augment customer service, with capabilities including voice self-service, digital self-service and a contact center agent desktop. Deployable individually or in combination, they can be quickly configured and brought online to improve your customer experience, and work with both IFS software and other third-party products.

IFS’s voice self-service provides a simple, cost effective solution to deliver the immediate and responsive service that today’s customer requires. Available as a cloud-based subscription service, it can be rapidly deployed to overlay any existing call center, service desk and customer relationship management (CRM) technology.

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This cloud-based service uses a combination of digital self-service options to provide instant answers to customers’ questions, and processes requests automatically. These include dynamic FAQs and knowledge base, live chat, virtual assistance and chatbot plus Contact Us and Feedback forms.

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Getting the best from your contact center staff means giving your agents a simple, intuitive interface, which brings together Customer Service CRM, complex process support, contact center channels and enterprise customer data. In contrast to a traditional CRM approach, the objective is not to replace existing enterprise systems, but to present the agent with this data in a simple and intelligent ‘fit for purpose’ application, which guides them through complex requests.

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