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Chellron &
Associates
Small Business
Solutions
Customer
Support
Critical to keeping
customers happy is understanding them and the way they think. For example,
customers do business on the basis of emotional desire: they want what they want
-- when they want it. Customers also tend to gravitate toward a company or group
of people they like. Plus, most customers have a strong tendency to stick with
businesses with which they are familiar, and are slow to change buying habits
unless given a very good reason.
However, when
they are displeased, even by a small disappointment or discourteous word,
various surveys have revealed that customers tell from seven to 11 people about
their dissatisfaction.
(Source: Small Business Administration)
Chellron &
Associates is dedicated to providing world class customer support and service at
a reasonable price. We offer a wide variety of services from simple customer
satisfaction surveys to a complete virtual Customer Contact Management Center
complete with phone, email and chat support.
We can provide the following services
for businesses of any size. Our Virtual Call Center model means small businesses
can have the highest quality support services at reasonable prices. Weather you
receive three calls a day or 3000 calls we have a solution for you.
Our Virtual
Call Center fetures:
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PBX – A Telco grade softswitch
platform that allows the switching of Voice and VoIP. It provides full call
control to an agent and advanced telephony features (i.e. can simulate
multiple lines on a phone that only has one line, conference, transfer to
queues, skill sets etc.)
-
Multi media ACD – Fully featured
skills-based ACD that routes and queues multiple media types (telephony,
voice mail, chat, and email).
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IVR/VRU - Multi-level IVR that
allows the design of a graphical IVR script including data collection from a
customer.
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Reporting - Provides historical
reporting. Allows you to export reports to Excel for easy manipulation.
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Real Time Monitoring – Allows
supervisors to monitor in real-time the state of each agent, queue/skill,
and service levels. It also allows a supervisor to listen to any
agent/customer call and intercede if required.
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Voice Logging/Recording – Records
either all or a percentage of calls entered in a given queue or handled by
agents. Can be used either for quality training or for archiving.
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Email Routing – Can create complex
routing rules for email routing or auto response based on content of the
email, to and from fields, subject fields or customer records.
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Co-browsing- Allows a call center
agent and a customer to co-browse the web. Also allows for an agent to help
customer filling forms.
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Chat – Allows a chat interaction
to happen between a call center agent and a customer from any website.
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Customer relationship management
(CRM) - The customer relationship management system consists of two major
components: contact management and case management. The contact management
system provides detailed information about the contact such as name,
company, street address, email address and telephone number. The case
management system tracks all customer interactions to ensure they are
handled and closed quickly and effectively. If you already have a CRM system
in place we can integrate it into our system. There may be a fee depending
on the CRM
Click here
for more information
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