Solution Overview - Customer Service

Align online and offline efforts to drive conversion and profitability.

Kefta can help customer service organizations improve their customer service and lower their costs. Service organizations can significantly improve their customer service by creating scenarios for follow-ups and being proactive with customers' needs. In addition, selective campaigns can be launched to convert customers to self-service, thereby decreasing the servicing cost-per-customer.

• Convert Customers to Self-Service:
  Many consumers appreciate the ease and efficiency of online account management and self-service. By being proactive about enrolling customers in their online programs, companies can realize significant savings in their service organizations. Kefta can help by creating selective and personalized campaigns to enroll customers in online account management programs based on their propensity to use the online channel, past interactions, behavior, and other profile elements.
• Automate Follow-Up with Customers:
  When customers interact with a company's service organization it is often required or optimal to follow up with them after the interaction. With Kefta, the entire follow up process can be automated, including the timing, communication medium, and the contents of the follow-up interaction. In addition, Kefta can help with customers who have made a purchase to inform them of service options, such as contracts and warranties.
• Survey to Ensure Quality Customer Service:
  Surveys are a critical element of a customer service organization's ability to continuously deliver and improve its offerings. Kefta's surveys are powerful because of their ability to branch mid-way through the survey and then store each response as a part of the customer's profile. Any response can be used as the basis of scenarios to personalize future interactions.