Delighting customers
At a cost you can afford
Every consultant tells you it's cheaper to keep a customer than win a new one, and you know good customer service makes a real difference - but it's so expensive. You need to recruit and retain good people, there's weeks of training and it still takes months before they're really productive.
CommonSense™ is built for you. Monitor real customer needs, capture the best responses, and share them. Nurturing every customer service adviser until they're a true expert.
Real world experience shows our customer achieve
- Faster, more accurate responses to enquiries
- More customers will recommend you to their colleagues and friends
- Increased staff retention - advisers are happier because they know they're doing a great job
- Multi-skilling, better resource usage and improved first time resolution
CommonSense shares best practice from your best people so it's available for everyone. Your culture naturally evolves to one that values every skill and resource for their ability to improve the customer service experience for everyone.
The customer service knowledge base becomes a key resource for everyone - the answers to a customer's show the needs of your clients. Integrated analytics monitor customer's enquiries and your responses to identify market trends and demands. Sales can learn which features generate the most interest or get the best feedback.
We believe customer service is the core of a good business which is often undervalued. CommonSense delivers greater quality and efficiency, plus a tool to really exploit the insight available.
See how CommonSense drives first time resolution of calls - click here.
Customer Self Service
Self service that customers want to use
Now take the expertise that's been built from daily interactions with customers and share it online. Giving customer answers to the questions that you know they need.
New information and updates can be shared with customers automatically - ensuring a resource that's always up to date and accurate.
Customers can browse for information related to a product or situation. Integrated full text search makes it easy to find answers. CommonSense supports HTML, web sites, PDF's, documents and even support videos to deliver total online support for your customers.
Security and Flexibility
Information is potentially the valuable resource within a modern business. CommonSense includes comprehensive security to ensure only the right people have access to the right information.
You can monitor every access request to know who has uploaded information, changed it, viewed it or sent it to a customer. Giving a complete view of every interaction.
This security becomes another valuable tool. You can monitor new trends and hot documents. If a document isn't proving useful, why are you maintaining it?
Business Analytics
We understand that just collecting information isn't useful - the power comes from being able to use it.
CommonSense Analytics gives you clear insight into customer behaviour.
Our goal is to deliver information to business people, not IT specialists. Need to know the number of email enquiries per day, via the support mailbox, this month? Takes 3 seconds with CommonSense - and yes that includes a graph ready to be dragged into a PowerPoint presentation.