Improve Customer Service by Automatically Integrating Data from Disparate Sources
By 2020, customer experience will overtake price and product as the key brand differentiator. But customer service representatives (CSRs) often need to switch between disparate internal and external applications and data sources to respond to customer questions and complaints. Gathering and analyzing required information can be extremely time-consuming, creating delays that create customer frustration and dis-satisfaction with your brand.
Kofax Kapow™ for customer service enables you to eliminate information silos and improve responsiveness by automatically integrating disparate data sources. Deploy robotic process automation (RPA)—in a matter of days or weeks—automating activities that global call centers aren’t able to do without significantly more time and investment. Answer inquiries faster and maximize efficiencies with seamless integration between your customer service applications, legacy systems and web portals. Create a consolidated, single view of the customer and all of your interactions including inquiries, billing/invoicing, and more.
Automate Customer Service Activities with Robotic Process Automation
Deploy software robots to automatically run complex processes across email, call center applications and your core systems. Your IT team can quickly address the need to integrate disparate application sources and automate processes in a matter of days or weeks, not months.
Enhance Customer Engagement through Real-Time Access to Data
Give your CSRs real-time access to data in any application so they can answer questions and complaints efficiently and knowledgeably. Enable a 360-degree view of your customer—in just a few clicks—to maximize cross-sell and upsell opportunities.
Increase Efficiency and Productivity with Interactive Automation
Eliminate time-consuming searches for information and the need to log into multiple systems with ready access to customer data in your CRM, ERP and core systems. Provide your employees with timely access to the information they need to get their work done quickly and efficiently.
Exceed Service-Level Agreements (SLA) via Easily Retrieved Customer Data
Locate customer information quickly and easily to minimize call center wait times or service delays so you can meet and exceed your SLA commitments. Free up your representatives to focus more on your customers, understand their needs and improve relationships and satisfaction.