iService Overview

Your customers expect fast and accurate responses to their inquiries. And most likely, your current infrastructure was not designed to manage the increasingly large volumes of email and web requests generated from online channels.

iService provides a complete email response management solution along with workflow capabilities to improve how you deliver service and conduct business. It provides a completely web-based interface, routes and automatically responds to customer email, provides a simple but powerful knowledge base, and includes a complete view of your customer and interaction history. With iService, your staff can handle larger workloads with less effort.

View our needs checklist to see how important it could be to your business. If your organization interacts with customers online, then we're confident you could benefit from iService. Period.

• Deliver fast, accurate responses to every email inquiry.
• Provide a self-help knowledge base which reduces cost and increases customer satisfaction.
• Utilize email auto responses to keep customers informed and enhance customer satisfaction.
• Use skills-based routing to decrease resolution time by directing email to the right person.
• Self-learning knowledge base captures information from agent responses and preserves enterprise knowledge.
• Use single-click response templates to increase agent productivity and response accuracy.
• Ensure outbound email is archived and integrated with contact history.
• Leverage archival and interaction history to provide quality assurance.
• Utilize reporting and performance monitoring to provide visibility to all levels of management and empower rapid decision making.
• Use agent created tickets to ensure customer issues are handled promptly.
• Leverage a web-based interface that allows agents to work from any location.
• Use secure messaging to discuss any topic with customers with complete confidentiality.
• Use customizable contact records that provide the exact view of your customers you want to see.