Customer Service
Improve the customer experience across all touch points
The challenges facing customer service call centers are many. Increased call volume, the complexities of multi-channel communications, budget cuts, and the timeless battle to reduce customer churn. The need for more efficient, more cost effective customer communications has never been greater. Fortunately, the solutions available to help have never been better.
An Integrated, End-to-End Customer Communication Process
Empower your customer service representatives (CSRs) to deliver fast, efficient and personal customer interactions, and make a lasting impression to keep customers. Customer Communications Management solutions from Pitney Bowes Software enable companies to streamline document-intensive interactions to provide superior customer service while reducing costs.
Improve Service With Integrated Communication Products:
- Reduce bill-related calls with easy-to-read, personalised communications
- Cross-sell products and services to increase revenue and customer loyalty
- Handle highly-personalised interactive communications more accurately, efficiently and cost-effectively
- Speed call handling time and call backs with central access to all customer communications
- Improve mobile (e-mail & SMS) customer service
- Convenient Web self-service speeds payments and supports green initiatives.
- Integrate effective, unified in-bound and out-bound communications, delivered across all customer touch points
- Significantly reduce postage and mailing costs
Learn more about Pitney Bowes Software solutions for improved customer communications, including Customer Communications Management products, or contact us today to discuss your needs.
Retrieve Documents In Seconds To Reduce Response Time and Call Backs
Now your customer service team can retrieve customer documents in seconds – with instant access to exact replicas of printed documents and web-presented information – so they can respond more quickly and accurately to inquiries. e2™ Web View is the only document retrieval solution that renders documents on-the-fly through a customer-centric search.
Embrace Personalised, Interactive e-Mail and SMS Communication Capabilities
Providing more efficient, personalised and secure support for email customer communications is a top priority for organisations whose large call centers are rapidly becoming “multi-channel contact centers”. The e-Messaging Solution helps organisations embrace interactive email and short message service (SMS), managing both in-bound and out-bound communications and response handling, while ensuring legal requirements.
Create and Manage Real-Time, Interactive Customer Communications
With the demand for even faster, more personal customer interactions, enterprises require greater control of their communications, to build lasting relationships and increase profits. EngageOne™ Interactive enables business users to easily create, deliver, and manage real-time, personalised, interactive and on-demand customer communications, across the entire enterprise.
| Challenge | Solution | Pitney Bowes Software Products Used |
|---|---|---|
| Reduce bill-related calls | Easy-to-read, accurate and personalised bills, statements, invoices and letters reduce calls and call resolution time. |
CCM DOC1® Content Author |
| Speed call handling time, call closure-time and call backs | CSR central view of customer information and exact replica bills; fast, personal customer interaction |
CCM e2TM Web View e2TM Vault |
| Reduce errors, improve efficiency and reduce costs handling Interactive communications | Call centers CSRs quickly easily create and deliver real-time highly-personalised interactive communications |
CCM EngageOneTM Interactive |
| Improve mobile (e-mail & SMS) customer service | CSRs manage in-bound and out-bound e-mail/SMS for a more personalised interaction |
CCM e-Messaging e2TM Vault |
| Cross-sell products and services targeted to the individual to increase revenue and customer loyalty | Intelligent and targeted marketing messages on multi-channel communications drive revenue and reduce direct mail costs |
CCM Location Intelligence Predictive Analytics Sagent DataflowTM DOC1® Content Author |
| Significantly reduce postage and mailing costs | Reduced batch accumulation and e-delivery of communications |
CCM DOC1® EngageOneTM Interactive Web Self-Service |
| Integrate effective communications in-bound and out-bound | Ensure a consistent, branded and person customer experience, across all channels |
CCM DOC1® EngageOneTM Interactive e-Messaging Solution |