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Product: |
Customer Service and Support (CSS) Screening Engine |
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Company: |
Lithium Technologies |
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Type: |
Software |
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Description: |
Our Customer Service and Support (CSS) Screening can drastically decrease the cost of your CSS activities by enabling you to funnel your customer service requests through a full self help and customer-to-customer service path before hitting your customer service representatives. The path that the requests actually take is fully customizable and you can decide to forward all of them to CSS at any step of the way. We enable you to easily populate a FAQ through import/export or direct edit, and to publish it as a hierarchical set of web pages. We provide you with the capability to have your users run natural language queries against the FAQs or against past threads from your customer service community. Most importantly, we enable you to feed each one of your customer service requests against a FAQ and threads search before offering the customer the option to submit his present query to your Customer Service Community or directly to your CSS group. As a result, many - probably the large majority - of your queries will have been answered before they actually reach your CSS representatives. |
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Related Products: |
Customer Service | Customer Support Software | Self-Service Applications Software |
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