Service Automation to deliver a better customer experience

Extend timely support to all customers anywhere, anytime and across all channels seamlessly. Increase loyalty, retention and satisfaction.

Increase Productivity

Let your employees have quick access to insights on how to best serve your customers. Manage every data point from individual customers in real time.

Customer Loyalty

Let customers instantly connect via their channel of choice. Extending personalized service minimizes customer effort & maximizes satisfaction.

Empower Agents

Grant access to the right answers at the right time. Provide agents with a single unified experience to deliver superior service. Let agents make the best decision.

Ensure timely resolution to every issue with a single user interface.

Empower your service agents with relavent insights:

Every time you serve a customer, you’re being given an opportunity to strengthen your brand’s reputation. Customers expect personalized services on their terms across any channel from wherever they are; in their office, at home or on the go.

Being proactive and anticipating your customer's needs with personalized service will drive them to promote your brand.

Yet, for you to deliver on your company's brand promise, you need to stay connected with customers and know what works, what’s changing and what needs to change, with the power to respond to those shifts instantly.

Service automation is the key. Listen, analyze and resolve effectively.

customer service automation - Rapid GPRS

Agent Enablement

Agent Access: Dynamic interface that contextually serves up the tools, guidance and data to your agents.

Case management: Manage cases faster & provide different levels of support with integrated knowledge bank.

Mobile service: Expand your resource pool & free your agents from their desk with the freedom of cloud and mobility.

Guided resolution: Increase agent effectiveness, ensure policy adherence with a proactive & process driven user experience.

CRM for Service - support - helpdesk automation - screen shot

Cross - Channel Service

Personalized interactions: Use real-time & historical insights to personalize every interaction

Consistent interactions: Deliver seamless & contextual experiences across web, social, chat, email, mobile & phone

Voice of the customer: Gain critical insight with feedback & surveys that provide general sentiment, transactional understanding & contextual feedback

Knowledge

Unified knowledge: Deliver the right answers at the right time across all service channels from a single source of truth

Authoring & permissions: Easily capture & publish knowledge from social channels, service interactions & experts

Analytics: Drive article efficiency & understand of how knowledge is being used to eliminate escalations

Knowledge Base Feature - CRM - Service Function Automation

Automate actions with workflows

Automatically register all cases/ issues. Track turnaround time and have escalations and reminders based on logic and workflow.

Automate repeat tasks from sending follow-up emails to maintaining customer records and activities. Create and send Emails, Activities, Reminders, Service requests

Support Workflow - Service Automation - Rapid GPRS website

Enable Self Service

Make it easy for customers to solve issues on their own.  Provide a customizable online support portal that leverages an organized, searchable knowledgebase to deliver real-time updates.

Branded experience: Create a consistent branded experience or unique portals for multiple brands from a single deployment

Embedded self-service: Access service from anywhere on your brand site or a 3rd party site

customer self service through CRM - Rapid GPRS - CRM Strategy

The purpose of our existance is to enable companies to deliver intelligent customer engagement – resulting in amazing customer experiences. We do that via end-to-end customer engagement that is personalized, proactive and predictive.

Agents who are empowered with the context of the customer interaction and have access to resources they need to answer questions are going to be more effective and happier.  In fact, happier agents are 2x more likely to deliver on CSAT, NPS and other important customer effort metrics.

Customer Engagement Solution

CRM - Sales Automation Solutions - Customer Engagement Cycle

Key Takeaways

Service Landscape

Comprehensive Solution

Service Momentum

Set yourself on a fast track mode with a proven system for over a million users across the globe. Take action NOW!

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