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Customer Success tool (Knowledge Engagement (Documentation (off line PDF…
Customer Success tool
Knowledge Engagement
KBA Feedback
Integrated KCS workflow
Searchability and categorization
PDF search
Collaboration
Usability
Access control
Documentation
off line PDF versions
Multi Channel
Customer portal
Email
Realtime Chat
Phone
Community
Social?
Reporting
Agent WL management
Analysis
CSM Customer Reports
Internal Reports
Categorization
Phone Integration
Follow the Sun
Regional numbers forwarding
Remote working
OOH call handling
Contingency planning
Integration with 3rd Party tools
Customer data
Customer communication
Possible upsale
Create Engineering requirements
Automation
Ticket Assignment
Template replies
Bots
Escalation to external teams
Delegation by region and or Language
Channel partners
Regional Support teams
Threat team
KPI tracking
SLAs Escalations
Response times
Customer Satisfaction
Usability
Makes calls easier to log
Less delay
Ensure agents log all calls
Initial on-boarding