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Agent Console Proof of Concept for Capita

Fully Integrated Multi-Channel Live Help. Agent Console Proof of Concept for Capita. K 2 C Overview. Cloud-based Customer Engagement solutions Focused on Online Sales & Customer Care market Substantial and Growing market opportunity

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Agent Console Proof of Concept for Capita

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  1. Fully Integrated Multi-Channel Live Help Agent Console Proof of Concept for Capita

  2. K2C Overview • Cloud-based Customer Engagement solutions • Focused on Online Sales & Customer Care market • Substantial and Growing market opportunity • Scalable multi-lingual platform operating in 14 countries & 12 industries • State-of-the-art software with full Social Media integration • Unique IPR developed/ owned by Klick2Contact EU Klick2Contact Service Information

  3. K K2C’s Suite of Live Help Services • Klick2Call-Back – Instant Call Back to mobile or landline • Klick2Chat – Instant Chat online • K2C Social Agent – Full Multichannel Support with Social Media, email and smart ticketing integration • K2C Knowledge Base – Internal and external Natural Conversational System which can include a Virtual Assistant • K2C Dispute Resolution – Intelligent Customer complaints handling system linked to Klick2Chat • Klick2SMS – Klick2Call-Back generated by an inbound short dial SMS • Klick2QR - Klick2Call-Back generated by a scanned QR code Klick2Contact Service Information

  4. Multi- Channel • K2C Social Agent allows a company to answer emails, chats, Facebook wall messages, Twitter, feedback, community and forum posts and voice calls from one integrated environment- No matter how many strands • It works in company emails as a call to action too • It works via company’s Facebook or Social Media Landing page • On banners • On Google ads • Creates Social Media responses as tickets • Works with all Social Media Klick2Contact Service Information

  5. Social Media Integration - Facebook • K2C Social Agent allows companies to Monitor, answer and archive all Facebook wall posts in one place. • To manage an unlimited number of profiles and wall pages.  • To archive their Facebook communication in tickets. • To categorize and search their Facebook posts and comments made by their customers • To impress their customers with lightning-speed customer service on social mediaas each posting becomes live ticket for company’s agents • Ticket responses are automatically posted to Facebook in real time. Klick2Contact Service Information

  6. Social Media Integration - Twitter • K2C Social Agent tracks brand mentions and keywords on Twitter • K2C Social Agent answers tweets from one place • K2C Social Agent monitors all tweets matching company filters and turn them into tickets • K2C Social Agent lets company agents answer or retweet them directly from the help desk • K2C Social Agent Backs up company Twitter communication in tickets. • K2C Social Agent easily allows categorizing, adding of tags and searching of all tweets related to the company Klick2Contact Service Information

  7. Social Media in the Back Office • Set ‘trending’ topic searches and monitor social media results • Automate responses based on content keyword searches, monitor the level of automation in use • Start social media Campaigns, schedule posts or tweets and measure the response from your customers against these • Aggregate your social media contacts along with other channel sources to provide rich customer information Klick2Contact Service Information

  8. Smart Ticketing • K2C Social Agent plugs into company e-mail and automatically creates live tickets • Customers need never worry about missing out on an e-mail from their customers again • Every e-mail sent by a customer is automatically made into a ticket that is assigned to the correct department, and then to the support agent. • It is possible to add multiple e-mail addresses, set routing and filtering rules to streamline your support process. • K2C Social Agent offers e-mail support done right no resource consuming email trails Klick2Contact Service Information

  9. DID YOU KNOW? “Over 66% of all shopping carts are abandoned for service related issues” Source: Forrester Research Why Clients use K2C: • It increases their online conversions • It combines chat and call back in one offering • It integrates fully with their Social Media/Communities/forums and pulls all these strands together • It enhances their customer care • It converts customers who would leave the site without doing anything • It has no upfront set up fees • It utilizes and makes the most out of their existing website traffic Klick2Contact Service Information

  10. Customized icons offer help • Insert proactive, reactive and static offers of help throughout your website and other channels • These can be tailored to offer various features, and can be integrated with various custom rule sets Simple, easy to apply light-touch JavaScript to activate the service on your website: Klick2Contact Service Information

  11. Customizable, light-touch, multi-language, customer windows that can be run on mobile and tablets, or SMS chat for non smart phone customer • These can be configured as chat, call-back, contact form, and survey. Or, an exit or entrance survey can be added to the start or end of chat or call-back. Can also be configured to be launched via an app, email link, QR code and more. Klick2Contact Service Information

  12. Powerful, scalable, secure, multi-channel support in one intuitive, simple to use, un-intrusive browser based console – created by K2C for CAPITA Klick2Contact Service Information

  13. K2C Feature List Klick2Contact Service Information

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  17. Powerful Administration • Powerful holistic administration options allows configuration of departments, channels, users and other service options in real time without service interruptions • Create business rules to assist or automate workflow • Set permissions for a whole department, or give an individual user certain access rights, all backed up with full audit trail • Configure a colour scheme and logo to suit your own branding. • Set library responses and outcomes per department, or for all users. • Set agent availability, wait thresholds, concurrent session limits, and working hours for your departments. • Control any of these features from your own application by API • Agents can block abusive or hoax customers when approved to do so Klick2Contact Service Information

  18. Insights and Analytics gives detailed reporting on all features of the service • See detailed breakdowns of departmental performance and split this down per channel • Analyze your channel performance over all departments • Detailed reporting on agent performance • Reporting on customer ‘events’ such as touching a page with the K2C script, being shown a help offer, accepting or declining an offer Klick2Contact Service Information

  19. Set SLA requirements for ticket handling and measure the success rate of your departments and users • Real time monitoring of agent usage, and availability for supervisors. Supervisor can also view chats while they are taking place • See historical ticket information. Interactions from sources not included in the K2C console can be added retrospectively, or in real-time via API • Export all ticket information via CSV/XLS or API Klick2Contact Service Information

  20. Administrators can configure departments and agents to handle as many, or as few channels as you wish • The channel selector will only display channels the agent has access to and new tickets will arrive here from the channel feeds configured in administration • Shortcuts widget allows shortcuts to tasks in the K2C console, and also, allows 3rd party web applications to be run within the K2C console as a separate widget Klick2Contact Service Information

  21. More Admin Features • Administrators can use the intuitive 'skin' section of admin to create icon skin sets that tailor the proactive and reactive offers on the website, rules can then be applied to specific skins • Import of legacy data is available via API and this data can be marked as separate from the other data in the system so it can be vetted before promotion to full production data • Can provide configurable splash or error pages to match your branding • Connectivity and other logs are available in the system and can be mailed to K2C support for investigation if needed • Ability to configure a queue for data to limit throughput for API and other transfer methods Klick2Contact Service Information

  22. Customer Information • Using the CRM module, aggregate customer data, history and website tracking in one place. • Agent can see detailed recent customer interactions and orders, customer details and alerts. • Configure the data you want to store for your customers from administration • Customer records can be updated/exported via API for seamless integration into other applications or to update other channel sources such as white mail, inbound calls, SMS etc Klick2Contact Service Information

  23. Customer Information • See customer channel usage, recent orders, recent history and then see if they have needed help with their order since and what knowledge base articles they have searched and viewed via self serve on the web • Track customer footprint on site • Track website visitors, and glean analytics information • See where these journeys have progressed from simple browsing, to live help, to orders! • See trends develop in your website and plan changes and updates accordingly to engage best with your customers • ‘Rate’ customer data records, set timescales for update of customer details, purge or archive irrelevant or un-used information • Integrate this information to 3rd party applications via CSV, XLS, or API Klick2Contact Service Information

  24. Social Media • Set ‘trending’ topic searches and monitor social media results • Automate responses based on content keyword searches, monitor the level of automation in use • Start social media Campaigns, schedule posts or tweets and measure the response from your customers against these • Aggregate your social media contacts along with other channel sources to provide rich customer information Klick2Contact Service Information

  25. Klick2Contact – Integrated Multi-Channel Live Help • Innovative proven Cloud-based Customer Engagement Technology • Powerful, scalable, secure, multi-channel support in one intuitive, simple to use, un-intrusive Multi-Channel Agent console • Full Social Media and in-bound Email integration • Full integration with existing Company Customer Information • Comprehensive, integrated all-in-one solutions or stand alone products • Powerful holistic customizable Administration • Complete Back Office reports, Analytics and Charts – available in real time and exportable • Easy and fast to set up and implement on any website via one line of JavaScript • No intrusion into a customers IT environment • Works with tablets and mobiles too • Already working with in the UK and Europe with customers like NEXT, Ryanair, Yodel, BMW, Ticketmaster and The National Trust Klick2Contact Service Information

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