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Organizations spend millions implementing a CRM system to establish and ensure customer-business success and each one is
looking to build that personal relationship with each of their customers based on unique needs. Companies rely on their
CRM system to enable the best response to questions across all sales, service and customer channels. To guarantee
continuous improvements on customer relations, how will your organization deliver consistent, accurate and timely
results for customer's problems and inquiries? How will your organization capture and save this knowledge?
Cognitor’s ENQUIRE is the next generation Service Resolution Lifecycle Management tool that runs stand-alone
or is embedded within a CRM application. It dynamically allows segregation of knowledge based on users and roles and
known product attributes. It can rapidly suggest any type of structured or unstructured data to help resolve a
customer question whether it is a flash HTML or video clip, or a Users Manual. InteligineAnswer allows customer service
representatives (CSRs) to rapidly search previously documented issues and solutions, or create new solutions based on research
through the same interface. The tool enhances your CRM Service Solution by better managing and utilizing your enterprise
knowledge and prior service history information to resolve product and service issues on the first call or site visit.
ENQUIRE automates the capture and reuse of knowledge and manages the service resolution lifecycle, eliminating the
need to create new solutions for issues that have already been resolved, thereby eliminating redundant workflow and saving
time and resources. Enquire has a built-in learning methodology – it learns which solutions have worked in the past
and why. InteligineAnswer uses this information along with other call and product information to provide the most relevant
knowledge articles whether it be troubleshooting steps, scripting, validation steps, manuals, engineering bulletins, or solutions.
As knowledge is captured it can be used and reused to deflect calls to the web for self-service or dynamically generate
FAQs real-time based on questions. User metrics tracking provides a way to monitor questions that have been submitted
over the web by a user, so the CSR’s are aware and won’t offer the same response if the customer later calls in to the
contact center.
The product extends to field and repair centers to provide the accurate and timely solutions to field service technicians.
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