Customer Service CRM
Making Complex Customer Service Simple
One of the reasons why organisations find it hard to draw together the different elements needed to deliver a truly seamless customer service, has been their over-reliance on enterprise CRM solutions. While CRM databases are a powerful resource, it has become clear that their complexity, depth of data and speed of access makes them inherently unsuitable for the day-to-day needs of a contact centre.
In contrast, mplsystems’ customer service applications can provide customer service CRM and extensive case management functionality. Configured around specific requirements of an individual contact centre in a simple and intuitive interface, the solution enables agents to offer a rapid and personalised service.
When a contact is received by any channel (call; email; chat; social), the request is delivered to the most appropriate agent based on skills. A new case is automatically created and associated with the customer record, or alternatively can be associated with an existing case.
View and manage all of your customer data on one unified screen