Customer Interaction Management

Multichannel. Multilingual.

Eptica Web Customer Service Suite

Listen to the voice of your customers:

They want good service

whichever channel

they contact you through.

Your customers want great service …

Who we are • Leading European provider of Multi-channel customer interaction software

• Transform how you interact with your customers across all customer service channels

• Improve quality of service• Reduce customer service costs • Increase your sales

… whichever channel they contact you through

What we do

Result

The Customer Service “Triple Challenge”

Goal: High quality customer service, lowest operating cost & an increase in sales conversions

High cost High volume Low control

Migrate calls Improve customer experience

Low cost High control Reduced

transaction times Align workflow

to businessprocesses Capture

customerinsight

Improved utilisation of agent resources to drive sales

Online customer

service

Phonechannel

Reduce calls

Migrate contact

through online channels

• Web Self-service • Communities

• Email

Deliver a seamless cross-channel service experience

Multi-channelcustomer interaction

history

Centralised cross channel

knowledge base

• Don’t treat your customer as a stranger at the next interaction - make historical data on your customers’ interactions available at every channel touch point

• Centralise multi-channel customer interaction management, integrate with customer database and back office

• Deliver consistent and relevant responses to customer enquiries, whichever channel they contact you through

• Use one knowledge base to treat all channels

Eptica Enterprise Web Customer Service Suite

• Multi channel. Intelligently managed. Integrated. Self-learning.

Self learning knowledge base

• Dynamic. Self-learning. • Semantic search matchesquestions to answers

• Every interaction with theknowledgebase fine tunes the linksbetween questions and answers

• System self-learns from Agentbehavior

• Agents give feedback and proposecontent

• Content published in a few clicks• No manual indexing• No specialist skills • Back office workload minimized

Powerful meaning based search engine

Goal

Approach

Result

• Deliver a consistent and accurate answer

• Based on meaning not keywords

• Improved quality of service

• Improved First Contact Resolution• Reduced costs

Core strengths

• Superior, intuitive online customer experience. First Contact Resolution via Eptica Self-service typically exceeds 90%. E.g. Haven FCR 93%

• Advanced ‘meaning based’ search. Fundamental to customer satisfaction and maximum deflection. E.g. only 4.8% of Haven self-service users escalate to contact centre

• Email response management specialists. First Contact Resolution via Eptica Email Management more than 90%. E.g. Virgin 91%

• Sales enhancement through extending customer interaction management into the enterprise. E.g. Société Généralesales increased by 5%

• Multi-language capability with up to 26 languages managed from one solution. Automatic language detection and routing.

Answering the Customer Service “Triple Challenge”

Goal: High quality customer service, lowest operating cost & an increase in sales conversions

High cost High volume Low control

Migrate calls Improve customer experience

Low cost High control Reduced

transaction times Align workflow

to businessprocesses Capture

customerinsight

Improved utilisation of agent resources to drive sales

Online customer

service

Phonechannel

Reduce calls

Migrate contact

through online channels

• Web Self-service • Communities

• Email

The Customer Service “Triple Challenge”

Goal: High quality customer service, lowest operating cost & an increase in sales conversions

Web Self-Service

Email Management

Chat

Improved utilisation of agent resources to drive sales

Online customer

service

Phonechannel

Reduce calls

Migrate contact

through online channels

• Web Self-service • Communities

• Email

Eptica Self-service: Simple, intuitive user experience

• Top 10 Hitwise site • Record breaking

ecommerce growth, inbound contact escalating

• After Eptica: only 6.7% of Web self-service users escalate to email

• Email First Contact Resolution 90%

“One of the reasons we selected Eptica was the simplicity of the system from a user perspective, once we’d decided to go ahead it was up and running within 5 weeks. The contrast before and after Eptica was extraordinary – we couldn’t have handled the Christmas peak this year without it.”

Sharon Biltcliffe, customer service manager, Republic

First point of contact - accessible help on every web page

After Eptica:• only 4.8% of Web

self-service users escalate to email

• Inbound emails reduced 100%

• Email First Contact Resolution 93%

• Email handling time reduced from 2.3 to 1.43 minutes

• Sales increased 5%

Stop FAQ questions getting in the way of sales conversion

Panasonic: easy access to product support

• Accommodates all search behaviour:

- Natural (organic) language and keyword search

- Visual navigation to browse-able knowledge base

- Intelligent FAQs

Exploit multimedia within self-service

• Customers can resolve issues in their own time

• Removes the need to endure a lengthy customer service call

• Improves customer experience• Deflects a significant volume of

support calls

• For sales: real time visitor monitoring enables you to step in and help customers when they need it e.g. known abandonment points, shopping cart, quotation engine

• For service: filter low value unnecessary chats away from customer service by offering as an escalation point from Web Self-service

• Features: Rules based invitation engineAutomatic rules based distributionPre-scripted answersPush pagesCo browsingConversion trackingDetailed productivity reporting

Eptica Live Chat

Listen to the voice of your customers:

“When I am on your website

and need help: I want to chat

without having to phone.”

Embrace Social Customer Service

• Integrate links to social networks within self-service

Customers can seek answers from the community

Communities

• Harvest social knowledge for insight and integrate with your self-service knowledgebase

• Listen, Interact and respond to social media

Scan social media to detect customer issues

Use Eptica routing capabilities to route events to the right people in

the company

Use Eptica workflow to process and monitor these interactions

Multi channel universal queue

EmailPhone

WebmailSocial Customer

ServiceLetter

SMSFax

Skills based matching and other status information is shown graphically

Multi-lingual Customer Service – one solution

• Automatic language detection, workflow and routing

• 26 languages including Chinese

• Determines language and content of an inbound enquiry

• Routed to agents based on language skills and availability along with the best answer from the knowledgebase in the corresponding language

• Available from the Cloud

Enterprise wide customer service

• Enable internal experts and sales channel to engage in customer service

• Different workflows for different enquiries e.g. prospect, existing customer

• Integration with IT infrastructure, CRM systems and corporate email directories

• Scalable to millions of inbound enquiries - 5,000 to 50,000 enterprise users

• Secure authentication to guarantee safety and confidentiality

• Complete track and trace visibility of every interaction

Answering the Customer Service “Triple Challenge”

Goal: High quality customer service, lowest operating cost & an increase in sales conversions

High cost High volume Low control

Migrate calls Improve customer experience

Low cost High control Reduced

transaction times Align workflow

to businessprocesses Capture

customerinsight

Improved utilisation of agent resources to drive sales

Online customer

service

Phonechannel

Reduce calls

Migrate contact

through online channels

• Web Self-service • Communities

• Email

For more information, please visit www.congex.com