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

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Presentation on theme: "Agent Console Proof of Concept for Capita Fully Integrated Multi-Channel Live Help."— Presentation transcript:

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

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 Information2

3 K K2Cs 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, 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 Information3

4 Multi- Channel K2C Social Agent allows a company to answer s, 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 s as a call to action too It works via companys Facebook or Social Media Landing page On banners On Google ads Creates Social Media responses as tickets Works with all Social Media Klick2Contact Service Information4

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 media as each posting becomes live ticket for companys agents Ticket responses are automatically posted to Facebook in real time. Klick2Contact Service Information5

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 Information6

7 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

8 Smart Ticketing K2C Social Agent plugs into company and automatically creates live tickets Customers need never worry about missing out on an from their customers again Every 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 addresses, set routing and filtering rules to streamline your support process. K2C Social Agent offers support done right no resource consuming trails Klick2Contact Service Information8

9 Why Clients use K2C: DID YOU KNOW? Over 66% of all shopping carts are abandoned for service related issues Source: Forrester Research 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 Information9

10 10Klick2Contact Service Information 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: Customized icons offer help

11 11Klick2Contact Service Information 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, link, QR code and more.

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

13 13Klick2Contact Service Information K2C Feature List

14 14Klick2Contact Service Information

15 15Klick2Contact Service Information

16 16Klick2Contact Service Information

17 17Klick2Contact Service Information 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

18 18Klick2Contact Service Information 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

19 19Klick2Contact Service Information 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

20 20Klick2Contact Service Information 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 3 rd party web applications to be run within the K2C console as a separate widget

21 21Klick2Contact Service Information 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

22 22Klick2Contact Service Information 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

23 23Klick2Contact Service Information 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 3 rd party applications via CSV, XLS, or API

24 24Klick2Contact Service Information 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

25 25Klick2Contact Service Information 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 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


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