IT Leaders
Business IT departments have deployed Service Management Systems and processes to enhance Internal Services, meanwhile Customer Service Management has often been neglected or left to departmental driven point solutions.
The Internet brings a unique opportunity for businesses to refocus effort into delivering outstanding customer service. Businesses that embrace the enhanced customer service challenge see rewards in less attrition and increased sales in the customer base.
Apoyar has the vision, technology and leadership to enable business to deliver extraordinary customer service.
The Apoyar A1 Web Customer Experience Platform is a cloud or On-Premise Enterprise class Service System. Apoyar A1 is a true multichannel implementation of a web customer service solution, using all channels seamlessly in one platform to create a multithreaded dialogue that matches the customers behaviour across all channels.
The strategy and case for Multichannel web services are mostly based around five key elements:
- COST: The reduction, control and avoidance of increasing high costs associated with traditional channels.
- GOVERNANCE AND ANALYSIS: Increasing governance in recording and providing management info and analysis around all customer channels.
- SOFTWARE PLATFORM: Buying an integrated Software platform solution that will cater for future requirements as opposed to point based solutions.
- ONE REPOSITORY: of customer conversations, provide a consistent customer experience across all channels.
- NEW CUSTOMER ENGAGMENTS: Engage and manage new customers that prefer the web based services rather than traditional telephone.
Why an Integrated platform?
- Avoid high costs of intergration of multiple channels from differing vendors.
- Bulid a consistent and appropriate customer experinece across all channels.
- The ease of turning on the channels and bulid out an integrated single platform.