Customer Self-Service & Portals
Empower clients with 24/7 access to Customer Self-Service
Connect your clients with intelligent customer self-service from IFS-mplsystems to enhance visibility, generate additional revenues and transform service desk productivity. Whether B2B or B2C, customers today demand real-time visibility of their services. Businesses who fail to offer simple online or mobile app customer service will lose customers who have no qualms about transitioning to a business who offer them this control. Providing self-service software for your customers not only saves on help desk costs but also gives clients access to the most appropriate and preferred channel for reporting and managing their customer service issues.
IFS-mplsystems’ online portals empower customers by providing them with a simple and flexible way to manage job requests at a time that suits them, without having to wait for customer service teams. New service requests can be raised, job statuses can be checked and warranty and product registrations can be managed.
Watch this 1min example of how self-service software can deal with simple customer enquiries
Where outsourced service is provided, business customers can easily manage their contracts and have instant access to a full audit trail of all of their jobs. These applications are easily configurable around specific requirements and customer branding can be also be added.
IFS-mplsystems provide an extensive suite of mobile customer service app templates designed for simple integration into current field service processes. These smart phone apps are designed to allow clients access to live information and also to raise new service requests or update details whilst in the field. Apps can reduce data entry for the end-user and admin for the agent, for example, Geo-tagging can improve the speed of raising a new request by automatically identifying the location, assets requiring repair and common faults. Client apps can also offer 3-way web chat to enable real-time collaboration between the engineer, service desk and client.
A key part of all mplsystems’ field service solution is real-time communication with customers; this could be via customer self-service portals or simply through automated messaging, including job confirmations, reminders and notifications of appointment times via email or SMS. Evolve manual response processing at the service desk to IFS-mplsystems’ AI enabled process automation to boost response times and efficiency.
- Empower clients with 24/7 real-time access to make, amend or cancel service requests
- Enable clients to raise new service requests rapidly, using location services
- Alleviate high volumes of status checks and requests going through the service desk
- Completely integrated to support end-to-end service delivery
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