Customer Support Role
Customers satisfied with and actively involved in their incidents' resolution
Building a long term customer relationship requires precise, quick and quality responses to customer requests. The customer support team must be instantly able to collect, manage and solve customers’ enquiries whatever channel they come from (telephone, email, mail, web…).
Accessing a customer's profile in real-time is essential for personalising the services provided while responsiveness to customer enquiries is achievable by using 24/7 interaction media such web portals. The web portal allows customers, anytime and from anywhere, to input their enquiries, create incident tickets, check progress and rate the customer support service when closing the case.
1. Taking on customers’ requests effectively:
Whatever media the customer request comes from, eLink records it, issues a ticket, sends an acknowledgement of delivery and assigns a customer support agent to the incident’s resolution. Using the incident’s specified information, the customer support agent defines a priority status and a severity level. Then the appropriate person accesses in real-time customer’s profile and history (services contract, product configuration, etc.) for providing a personalised solution and service.
2. Effective communication:
The customer is regularly informed about the incident’s status. He can also follow the resolution progress using the web portal.
3. Immediate notifications to concerned persons:
When a customer’s incident arises, the right people such as managers and customer’s sales contacts are automatically warned. Kept informed in real-time, the sales representative is able to appropriately react during a telephone call or a visit, and then potentially transform a complaint into a sales opportunity. In addition, the escalation process allows managers to react immediately and allocate more resources according to the priority and the severity of the problem.
4. Up to date technical knowledge base:
A technical knowledge base on products and incidents resolutions is accessible at self-service by customers, support team and R&D department. Shared and enriched this database ensures fast identification of known incidents, reduces considerably the time to resolve incidents and guarantees quality answers.
eLink CLIENTS
DANONE, AIRBUS, BNP-PARIBAS SANOFI AVENTIS, READY2INVEST, SAVE THE CHILDREN, ASTON SCOTT GROUP, EFFICIENT AIR, E-INTEGRAL, ENCODED, ESSENTIAL BUSINESS, INCOGNATE, INTERNATIONAL HORIZONS, SOLUTIONS CRITICAL, PREMIER HOMES INTERNATIONAL, E-ADVANTAGE SOLUTIONS, REESMARX, JAMES MONRO, ASSET RESOURCING, CHA RESEARCH, MORGAN KEATING, SONOGRAPHERS MEDICAL, DMC GROUP, HELEN O'GRADY DRAMA SCHOOL, WRIGHT SON AND PEPPER, AQUA SWIMMING, BYRNE & CLIFFE RECRUITMENT,
BRYDEN JOHNSON, AGM AROMATICS,
MLC RECRUITMENT