From
the President’s Desk
To
measure customer satisfaction and to better communicate with our
customers, we recently conducted a customer satisfaction survey.
Thank you to everyone who participated!
We
appreciate your positive feedback, and we also realize that there
are areas in which we can improve. In response to your comments,
we have created a customer satisfaction task force, who will work
closely with you to help resolve the issues you noted in the
survey.
Our
goal is to bring you the best customer service possible. If you
did not get a chance to speak your mind during the survey, we’d
like to invite you to send us your feedback via our
web
site. Top5
Knowledge
Management Systems – are they for you?
In
a recent poll by eWeek, 19.1% of respondents listed knowledge
management products as their top purchasing priority, second only
to security solutions. Why are knowledge management systems
gaining such popularity? It’s simple -- because knowledge
management offers great benefits to organizations. KMS empowers your customers to help themselves! The end result? Happier
customer with lower cost! For example,
implementing Soffront’s knowledge management application –
TRACKWeb KMS - allows you to:
- Reduce
Call Length
- Reduce
Operational Costs
- Enhance
Customer Satisfaction
- Minimize
Escalation of Issues
- Enhance
Response Consistency
- Reduce
Training Costs
- Reduce
Call Volume
- Eliminate
Duplicate Efforts
- Capture
Tacit Knowledge
- Ready
Customer Acceptability
- Enhance
Sales
- Improve
Product Quality and Related Documentation
Soffront’s knowledge
management application – TRACKWeb KMS - offers you leading-edge
technology and features that are designed to positively effect
your bottom-line and improve customer satisfaction. In response to
customer suggestions and to further enhance the system, we
recently added some new features to our product.
With
a single search, you can now search the entire contents of a
knowledge document, including its attached documents. This allows
you to expand your search far beyond the title and assigned
keywords.
We
have also added multilingual capability in our product. Currently
we support English and French, but in the future we plan to
support several major world languages.
If you’re interested in implementing our knowledge
management system for your multilingual website or for a worldwide
workforce, let us know and we will work with you to make your
project successful.
Why
not implement such a system in your company and harvest
these benefits? For more information
click
here
or call your Soffront representative.
Top5
Improving
customer satisfaction with Soffront’s e-Call Center
Soffront recently
announced the availability of our hosted call center solution –
e-Call Center. This web-based solution unifies all customer
contact options including email, phone call, web call, voice mail,
fax, and agent-led browsing into a single integrated IP-based
system that is cost effective and easy to implement.
There are several
benefits to installing and using e-Call Center:
- Reduce
support costs and improve customer support
- Integrate
web-based self-help and personal service into a single cost
effective solution
- Easily
establish and manage a distributed call center around the
world
- Fully
meet customers’ demands for real-time personal service
- Capture
web site visitors and convert them into customers
- Implement
a fully scalable and complete communications solution without
spending a lot of money
- Manage
all customer touch points using a single system
- Fully
utilize all possible communication means for up selling and
cross selling
Click
here
for more information.
Top5
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