Kofax solutions for customer engagement are designed to capture information during the critical First Mile™ of customer interaction, resulting in improved customer experience and increased efficiency with quicker response times and more informed responses.
Tough competition, changing demographics and consumer preferences all demand customer engagement strategies for winning new customers and retaining profitable ones. With Kofax, all incoming correspondence from multiple channels, including the web, fax, and mobile devices, is captured electronically at its Point of Origination™.
Utilizing a touchless process, information is automatically classified as inquiries, claims, invoices, complaints, policies, change requests, etc. All relevant data is extracted and validated so that only complete and correct documents are routed to the appropriate application or employee for customer engagement.
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With Kofax customer engagement solutions, prospects and policy holders can be automatically notified by SMS,MMS, email, phone or fax as to when they will receive a response to their policy inquiry, claim settlement or any other information they’ve requested.
Customer information generated during automated inbound customer service processes can be integrated to add information about new offerings to exploit and upsell existing customers.
In addition, outbound processes can be executed the same way—automatically, efficiently and securely—utilizing customer information for sales campaigns and other important communications.