Etrack1 is structured around five core processes that together cover the entire value chain of digital customer service. The channels and features of our solution make up an integrated whole, allowing synergies to be realized in line with the overall strategy and goals of the company.
These five components jointly make up the unique combination of high customer experience and efficient operations. It all starts with intelligent email collection – an area that until recently has hardly received any attention from companies.
When a customer needs to get in touch with a company, he is led through the contact pages with FAQs that lead to a recommended “channel” – write to us, chat with us, go to self-service, let us give you a call..
Our contact pages guide customers to elaborate their requests by clicking and selecting various options, so employees will already know what the request will be about by the time customers click “send” or “chat.” The system also asks customers for relevant information needed to handle this type of request, so the employee can process the task without having to ask for more information.
Our intelligent collection system also allows incoming requests to be prioritized, and can confirm the expected response time to the customer on screen or by email. If the company identifies a complaint, they might want to respond within 8 hours, while a faulty order might need a response within an hour, before any products are shipped. Customers will be informed right away, and the company will have a prioritized list of assignments based on service levels – rather than on a first come, first served basis
Intelligent collection is a prerequisite to increasing your rate of first-time resolutions.
Because customer requests are collected in a structured way, you already know what it is about by the time it is received in etrack1. That means that you can automatically send the job directly to the employees who can solve the task without first having to deal with its contents yourself.
Distribution to employees is based on skill sets, which is to say that employees will not be assigned tasks that they lack the necessary skills to solve.
Of course, the automatic distribution can be made to follow a more closely defined policy, e.g. so complaints from A-clients are always prioritized above equivalent complaints from B-clients.
By cutting out all the manual processes in distribution, we have reduced both processing times and the risk of mistakes – and task prioritization now takes place according to the departments overall service targets, and not the discretion of the individual employee.
When a request lands on an employee’s desk, we know that they’ll be able to resolve it and that the customer already provided all the relevant information.
To ensure consistently high quality and short processing times, etrack1 provides a central database of standard responses that employees can drag-and-drop to draft replies for email, chat or Facebook.
In the same window, employees can view previous requests and enjoy easy access to data from the relevant support systems.
Of course, this efficient handling also includes a number of other functions, such as the option of forwarding tickets to other employees in the organization, in case their assistance is needed to resolve a ticket. Additional assisting employees don’t need to be etrack1 users in order to contribute.
The entire process surrounding task prioritization, deadline follow-ups and notification of employees and customers is handled automatically in etrack1 as a workflow. A workflow can of course also serve as a trigger for other events in the company’s support system.
Once an enquiry has been dealt with, etrack1 automatically makes sure to archive the event and any answers to the customer in question. Tickets from any channel can be accessed in case of a future request, so employees can easily get an overview of the customer’s history.
etrack1 offers advanced service functions for easy retrieval of previous correspondence. The archive function can be integrated with the other support systems of the company, such or CRM, ERP, IVR, so the archive of enquiries can be accessed by other parts of the organization.
Etrack1 measures every parameter of collection and processing, and gives management a broad-ranging statistics tool to track the developments in request volume, service targets and performance. It is an indispensable part of management reporting of key information, such as response times, unanswered email, employee efficiency, work force forecasts – and tangible documentation of the departments’ achievements, of course.
Furthermore, this reporting forms the basis for the ongoing optimization of the solution. For example, if you receive a lot of requests about delivery times, then that might be an area where you could update your FAQs/self-service area to avoid some of the requests, or “pick the low-hanging fruit” by adding a track & trace function.
Our standard statistics module comes with a broad selection of standard reports that are easy to export from etrack1. Data from etrack1 can also be integrated directly into the BI systems of the company, if for instance the figures are meant to be included in a Balanced Scorecard.