Managing and retaining customers is key to long term profitability. Results Freak helps you to deliver better service, to retain customers and increase profitability, enabling you to deliver fast, consistent customer service. These improvements will help you to improve customer satisfaction by being able to spot trends and react rather than simply treating individual support requests.
Results Freak means that any member of your team can access the latest, most up to date information about all of your interactions with your customers. So regardless of who picks up the ball, the customer will know that you are in control.
Results Freak offers a fabulous framework to work within. Once your client database is in Results Freak you can manage and schedule cases, create workflows and then analyse all of this in real time. Even better, because Results Freak is a web based system, you can maintain great customer service out of office.
Accounts - Improve account handling
- Boost agent productivity with the intuitive user interface.
- Improve first call resolution with access to customer histories.
- Automatically identify and delete duplicate records.
- Simplify adding, changing, and managing contact information.
- Model one-to-many, many-to-one, and complex relationships to provide great service.
- Gain actionable insights
Contracts - Tap into proven expertise
- Resolve common issues fast and avoid duplicated efforts by using the built-in Knowledge Base as a solutions repository.
- Share staff expertise and easily publish, store, and access the Knowledge Base information.
- Distribute Knowledge Base articles about best practices and solutions through the Internet or automated email response.
Cases - Manage cases efficiently
- Create, manage, and resolve cases by phone, email, chat, Web, or in-person contact.
- Use rules-based routing and escalation to speed first call resolution.
- Plan and complete case activities manually or automatically and record them for future reference.
- Deliver appropriate service fast with an at a glance view of each customer's history and service contracts.
Scheduling - Streamline scheduling
- Define services with related resources and work schedules to increase precision.
- Save time with easy, visual scheduling.
- Get a centralized view of service workers' calendars and resources to optimize scheduling.
- Save time and costs with increased visibility into how well current scheduling is fulfilling service goals.
Workflows - Automate workflows
- Create personal, work group, departmental, or federated workflows with a handy wizard that reduces reliance on IT.
- Automatically assign activities to specific agents and use rules-based escalation to redirect cases to the right agent.
- Provide consistent handling across geographic locations with support for multiple languages and currencies.
Analytics - Enhance service with insight
- Closely monitor customer service and support processes with dashboards and scorecards.
- Identify and address issues and refine key performance indicators (KPIs).
- Provide customer service representatives with embedded cross sell offers tailored to the needs of specific customers.
- Use built in reports or create custom reports with a Report Wizard.