Provide a multi-channel experience for tech-savvy customers
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The Industry Challenge
Although they are more advanced than ever before, today’s available technologies are becoming increasingly less differentiated. The difference to the consumer between two products with similar technologies may be lost as companies compete to make their products smaller and faster. It is essential that technology companies compete through differentiated customer service. In an environment where consumer technology is evolving overnight and consumer demands for the latest product are at an all-time high, your customer service team must be agile to exceed customer expectations.
Technology companies face a unique customer service challenge: high-tech customers are the most thorough and Web-savvy over the customers of other industries. With seventy percent of consumers visiting a company’s Web site to research products before making a purchase decision, technology companies must ensure that savvy customers can find the answers they’re looking for in the shortest time possible. Additionally, after they’ve purchased, customers demand a support experience that enables them to use their technology of choice — which isn’t limited to just phone and email.
The nGenera CIM Solution
nGenera CIM assists in creating a differentiated customer service experience while helping to communicate technology companies’ brand values and identities through a multi-channel suite of offerings.
- nGen Knowledgebase provides your customers and agents with a comprehensive library of answers provided by subject-matter experts. Powered by Autonomy, the Knowledgebase has extensive search and learning capabilities.
- nGen Community empowers your customers to provide crowdsourced support through shared knowledge on Forums and Wiki, freeing your agents to focus on incoming issues from other channels.
- nGen Social Media identifies and routes customer and prospect chatter from social networking channels, whether the inquiry is about a technical issue with a recent purchase or a question about a potential purchase.
- nGen Proactive Chat allows your agents to reach out to customers as they search product pages and have questions; provide answers that increase conversion rates through cross-sell and up-sell opportunities.
- nGen Reactive Chat gives customers the ability to initiate a private and secure conversation with an agent instantly with the click of a button.
- nGen CoBrowse enables your agents to guide customers—whether frustrated in filling out a form or finding the product they’re looking for—to answers using a visual connection. Additionally, agents can provide an answer to a complicated computer support question by remotely utilizing the customer’s mouse and keyboard. The customer is always in control and can cancel the session at any time.
- nGen Email manages your busy email queue and routes messages to the appropriate agent on hand. Pair with nGen Answer to efficiently handle emails using auto-suggest and auto-response capabilities.
- nGen Phone threads interaction history from disparate sources and summarizes it in one comprehensive system.
- nGen Click to Call empowers the customer to schedule an agent call-back during a time that is most convenient for them, seamlessly transitioning commerce from your Web site to the phone.
"We chose [nGenera CIM] as they were able to demonstrate how we could improve customer satisfaction and retention while increasing revenues and agent productivity by using the nGenera CIM-driven chat and email solution."
- Operations Manager, Epson
Benefits of the nGen CIM Suite
nGenera CIM has helped many High-Technology companies—both large and small—generate rapid ROI, increase customer loyalty, and communicate brand value.
Companies that invest in nGenera CIM:
- Receive an integrated, cross-channel customer experience
- Share knowledge resources
- Rapidly process inquiries
- Drive ongoing improvements using robust system-wide reporting tools
- Can integrate with third-party systems to leverage existing investments
- Experience a powerful, rapid, and flexible deployment
See What Customers are Experiencing
Microsoft, Dell, Canon, Sony, and Siemens are among the technology companies that are leveraging the power of nGenera CIM to work for them. nGenera CIM’s multi-channel solution is a proven partner among the technology industry’s leading customer service organizations:
- 30% increase in agent efficiency
- 38% reduction in cost of handling inquiries
- Dramatic increase of 1125% in online inquiries
- Overwhelmingly positive feedback from agents and customers
- Download Epson Case Study
- Reduced inbound call volume by 20% in two quarters
- 80% of respondents in a customer satisfaction survey have used the Knowledgebase and are satisfied with its content and search capabilities
- Eliminated resolution failure and improved knowledge management
- Download Double Click Case Study
- Up to 20% decrease in inbound telephone calls within the first four months
- Helpdesk agents are able to handle more call in less time
- Answers are always accurate, consistent, and current
- Download Affinity Case Study
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