Grow Revenue with Effective, Personalized Customer Service
Profitable service teams go beyond solving problems. They keep customers coming back by making them feel good about doing business with you.
The Pivotal Service™ suite helps you cultivate brand loyalists by helping service professionals capture, manage, and resolve customer service and support requests quickly, while never losing sight of up- and cross-selling opportunities.
With Pivotal, any service process—no matter how complex—can be quickly and cost-effectively implemented, allowing all CSRs to resolve customer inquiries in a repeatable manner, speeding incident resolution and improving customer satisfaction.
Pivotal Service helps you achieve measurable business results:
Decrease Costs: Reduce the cost of serving customers by providing intuitive, web-based self-service that offers convenient access to the information customers require and by automating service request processing, escalation, and resolution.
Increase Revenues: Capitalize on revenue-generating opportunities by enabling service reps to easily enter leads, capture orders, and manage literature fulfillment requests.
Reduce Training Costs: Enhance efficiency and simplify employee training with an intuitive user interface and automated workflow that streamlines issue resolution.
Provide Multi-Channel Interactions: Give your customers convenience and choice by providing online chat, e-mail, fax, web collaboration, phone, and Voice Over IP (VoIP) interaction capabilities. A common data repository ensures all agents can work together to track and resolve customer requests across multiple channels.
Increase Customer Satisfaction: Deliver a superior customer experience cost-effectively by offering personalized online support materials, routing customers to the best resource to handle their request, automatically identifying and escalating requests that might compromise service levels, and ensuring exceptional treatment for high-value customers.
Maximize First-Contact Resolutions: Ensure response consistency and eliminate duplication of effort with a searchable full-text knowledgebase that gives service representatives all the information they need to fulfill customer requests.
Implement the modular applications in the Pivotal Service suite one at a time, or all at once. Applications within the Pivotal Service suite include:
Pivotal Service: Capture, manage, and resolve customer service and support requests across multiple channels.
Pivotal Contact Center: Synchronize service efforts for greater productivity and customer satisfaction.
Pivotal eService: Cost-effectively communicate with customers and give them 24 x 7 access to support resources and other information.
Pivotal Wireless: Give field-service personnel access to the information they need to provide exceptional service while on the move.
Complete Service Automation
Service Request and Issue Management and Tracking
SLA and Escalation Management
Online Issue Resolution
Time and Activity Tracking and Management
Internal and External FAQ/Knowledgebase Management
