Customer Support Application

Organizations today heavily invest in Service Quality Solutions with the realization that by not having Service Quality Applications there is a tremendous impact on the Customer and Business as follows:

  • Inability to have a 360-degree visibility of Customer (Complaints, Service Requests, Issues, Suggestions) from various touch-points
  • Lack of measurement of internal and external services to customers
  • Lack of completeness of information, since the Service Quality Solutions integrate into various peripheral applications to summarize data and give it to the Agents or Retention Teams.
  • Loss in Time-to-Market, since product launch issues, could quickly be fed-back into marketing to re-vamp the offering
  • Inability to quickly adapt to the changing and demanding market needs, allowing for IT to quickly fulfill Business requirements
  • Inability to see services from a Customer’s point of view, the inability of tying-in Satisfaction Survey metrics to Agent Performances
  • Unable to track partial Operational Level Breaches in a timely manner so as not to impact Customer SLAs
  • No Real-time Management Dashboard reporting for proactive remediation of situations before Customers are impacted

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 360degree, 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.