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Customer Support Application

It’s not just about having the right technology, it’s about maximizing your return on investment with the best Customer Support Service

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Delight your customer with CyberMAK’s Customer Support Application (CSA), based on the acclaimed digital enterprise-wide software BMC. Our solution integrates into your existing Business and IT environments thereby providing UTT for your company with a single digital customer interface.

CyberMAK’s CSA incorporates key aspects like customer integration, creating in them a sense of belonging. It heightens service quality, increases customer experience and allows for an organization to reach a broader audience rapidly. It is your proactive tool for swaying your customer’s sentiments favorably by showing that you care, acting upon customer concerns, enhancing interpersonal communication, promoting positive sentiments, reducing churn, increasing brand loyalty and invariably building equity.

CSA Solutions Offered

Customer Support Application

Realizing that the one pivotal factor to success is the customer itself has made CyberMAK negate the uncontrollable influences of the outside world which generally is the denominator for a customer’s reaction, by enabling proactive management of your customers through our Customer Support Application, thus bringing about the desired positive influences, loyalty and changes in your customer perceptions. This in turn brings about decreased churn, increased loyalty, heightens brand visibility and is conducive to the WOW factor.

  • Enhanced Customer Experience
  • Tailor-made for Customer Care and Service Quality Departments
  • Flexible Multi-channel Ticket Creation and Closure
  • Knowledgebase Module to increase FCR
  • Tight SLAs and KPIs
  • Hear the voice of the customer through powerful Surveys module
  • Embedded within your CRM
  • Issue Templates and Scripts to enhance the efficiency of Frontliners
  • Ticket based survey to rate customer satisfaction
  • Simple, quick interface for a customer’s digital or physical interactions
  • Real-time Management Dashboards and 50+ industry standard reports

Mystery Shopping Application

To make a complete 360 degree, it is important to have a baseline for service levels to be measured against and continuously improve on service levels by keeping one’s workforce well trained and motivated resulting in service excellence, thereby leading to satisfied customers and increased revenues.

Following benefits are achieved by the customers within a year of implementation:

  • Annual Service Improvement
  • Established baselines
  • Transparency in reporting across different levels from Store managers to Senior management
  • Identifying Service gaps
  • Feeds into balance score cards thereby linking performance to incentives
  • Driver to strategic objectives
  • Internal Service Measurement
  • Evaluation Sheets submitted by Mystery Shoppers across geography to a centralized system
  • Configurable Criteria and Weights for evaluation sheets based on business needs
  • Advanced reporting

Competitor Service Measurement: Mystery Shopping Applications continuously measure services offered to the customer compared to services offered by competitors.

Voice of Customer – VOC: VOC is an external survey system specially designed to act on the feedback received from the customer. It captures, analyses and provides insights on the feedback provided by the customer.

Staff Surveys: This application is used to measure a department’s performance through rating various configurable factors. This survey is carried out at the end of every quarter by taking feedback from employees of the organization towards the effectiveness of the functional role of the department.

  • Customer Support Application
  • Mystery Shopping Application

Customer Support Application

Realizing that the one pivotal factor to success is the customer itself has made CyberMAK negate the uncontrollable influences of the outside world which generally is the denominator for a customer’s reaction, by enabling proactive management of your customers through our Customer Support Application, thus bringing about the desired positive influences, loyalty and changes in your customer perceptions. This in turn brings about decreased churn, increased loyalty, heightens brand visibility and is conducive to the WOW factor.

  • Enhanced Customer Experience
  • Tailor-made for Customer Care and Service Quality Departments
  • Flexible Multi-channel Ticket Creation and Closure
  • Knowledgebase Module to increase FCR
  • Tight SLAs and KPIs
  • Hear the voice of the customer through powerful Surveys module
  • Embedded within your CRM
  • Issue Templates and Scripts to enhance the efficiency of Frontliners
  • Ticket based survey to rate customer satisfaction
  • Simple, quick interface for a customer’s digital or physical interactions
  • Real-time Management Dashboards and 50+ industry standard reports

Mystery Shopping Application

To make a complete 360 degree, it is important to have a baseline for service levels to be measured against and continuously improve on service levels by keeping one’s workforce well trained and motivated resulting in service excellence, thereby leading to satisfied customers and increased revenues.

Following benefits are achieved by the customers within a year of implementation:

  • Annual Service Improvement
  • Established baselines
  • Transparency in reporting across different levels from Store managers to Senior management
  • Identifying Service gaps
  • Feeds into balance score cards thereby linking performance to incentives
  • Driver to strategic objectives
  • Internal Service Measurement
  • Evaluation Sheets submitted by Mystery Shoppers across geography to a centralized system
  • Configurable Criteria and Weights for evaluation sheets based on business needs
  • Advanced reporting

Competitor Service Measurement: Mystery Shopping Applications continuously measure services offered to the customer compared to services offered by competitors.

Voice of Customer – VOC: VOC is an external survey system specially designed to act on the feedback received from the customer. It captures, analyses and provides insights on the feedback provided by the customer.

Staff Surveys: This application is used to measure a department’s performance through rating various configurable factors. This survey is carried out at the end of every quarter by taking feedback from employees of the organization towards the effectiveness of the functional role of the department.

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