| Overview |
| VACAVA Customer Care is unique in the industry providing a complete Contact Center solution meeting your inbound, outbound and help desk needs - better yet, all these functions work seemlessly together to significantly improve your agents productivity, and at the same time provide better customer service because all information is available at their finger tips. |
| IT Staff's are frequently overloaded so that's why VACAVA Customer Care does not require the talents of your technical team. Customer Care is not only easy to use, but is also easy to customize to you business needs so your agents can work in a familar environment. |
| You won't find another solution that will increase your productivity, help you communicate and support your customers better. |
| To Learn more, click the links below. |
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| Table of Contents: |
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| What is VACAVA Customer Care? |
- One Integrated Package Delivering a Total Solution Package - Single Agent Desktop
- Support Center Management
- Inbound Marketing & Ordering
- Outbound Customer Coverage & Ordering
- Management Analysis Reports
- Administrative Support Tools
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- Provides Valuable Insight into Customer’s Wants and Needs
- Customer information available anytime/anywhere
- Quick call resolution - letting you know your customer and all information associated with them.
- Ability to jump from one application to another---seamlessly
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- No Special Technical Skills Requied
- Designed for customers that want to run their business---not a computer
- Simple and quick software installation
- Intuitive and easy to follow applications
- Easy to maintain and support
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| What are the Advantages with VACAVA Customer Care? |
- Everything You Need in One Integrated Package
- Support Center Management
- Inbound Marketing & Ordering Outbound
- Customer Coverage & Ordering
- Management Analysis Reports
- Administrative Support Tools
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- Reduced operation costs
- Single solution - single license for all components - including scripting
- Script creation does not require technical skills.
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- Ability to allow the Customer to “Do it Their Way”
- Easily modifiable
- Easily personalized for every customer
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- Integrated Scripts
- Scripts easily developed by non-technical people
- Insures you’ve gathered all the information
- Makes sure you ask all the right questions
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- Integrated Knowledge Based Searches
- Find the answer for every customer questions
- Answers ranked by projected correctness
- Rankings dynamically recalculated
- Ability to search across virtual databases
- Smart Search
- application knows what customer is doing
- Finds answer based on customer’s need
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- Intelligent Routing of Calls to Best Qualified Response
- Match your skills to the customer’s problem
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- Virtual Knowledge Hub
- Everyone has access to the same database
- Browser based available anytime & anywhere
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| How Can Vacava Customer Care Improve My Customer Support Center? |
- VACAVA Customer Care provides a robust set of functions for a Support Center
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- Support calls are automatically routed to reps whose skills match the customer issue/problem
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- Support rep immediately receives all available info regarding customer status
- Customer name, address, phone, etc
- Earlier actions taken to address the this customers issue/problem
- Action recommended which has solved similar customer problems
- Past issues/problems experienced by this customer
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- Support reps can search Knowledge Base for answers to similar issues/problems. Support rep can search by:
- Keywords
- Product name
- Product number
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- Knowledge Base displays answers in order of probability to solve customer’s problem
- Answers dynamically recalculated based on latest results
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- Scripting tool can walk the support rep through the problem solving process to insure all required customer information to collected
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- Support reps can be located either locally or in remote support offices
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- Call and customer information can easily be transferred to another support rep or supervisor
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| How can Customer Care Improve My Inbound Marketing and Sales Ordering? |
- Single integrated package for inbound marketing support including:
- Order and billing inquires
- Marketing request for information
- Price quotes for products and services
- Product availability and delivery status
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- Inbound caller is immediately identified by either phone number or by entering account ID
- Account Name, address and phone number
- Any Outstanding Orders
- Most recent activity/status
- Profile of customer history
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- Customer information and history allows rep personalize call with the customer
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- Marketing campaigns can automatically be identified based on the inbound number called
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- Scripting tool can walk the rep through information gathering process based upon marketing campaign
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- VACAVA Call Center links directly into your Ordering systems to allow rep to directly enter customer orders
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- Scripting tool can also walk rep through the ordering process to insure all required information is gathered and properly entered into the ordering system
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- Inbound reps can be located at your business or any remote location you desire
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| How can VACAVA Customer Care Improve My Outbound Marketing and Sales Orders? |
- Scripted marketing campaigns guide reps through a dialog with either customers or prospects
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- Product and pricing information can be immediately accessed through the system
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- If prospects wants to place an order VACAVA Call Center can directly link rep to your ordering system
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- Reps can easily switch from one marketing campaign to another with no loss in productivity
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- Outbound calls to customers automatically displays customer information and status:
- Account name, address and phone number
- Any outstanding orders
- Most recent activity/status
- Profile of customer history
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- Customer information and history allows rep personalize call with the customer
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- Outbound reps can be located at your business or any remote location you desire
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| What Administrative Support and Executive Reporting Tools does VACAVA Customer Care have? |
- VACAVA Call Center has a full set of Administrative Support Tools designed to be used by your current employees
- Tools do not require technical or IT skills
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- Administrators can easily define:
- Definition of various marketing applications
- Definition of which users can access each individual application
- Define for each campaign
- Customer information displayed
- Product information displayed
- Warranty information and status
- Billing and order information
- Customer history information
- Scripts for each call
- Skill levels for each rep in the support/marketing center
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- Executive reporting Tools provide:
- Number of calls dialed per day/week/month
- Number of calls completed per day/week/month
- Statistics by each rep
- Statistics by each campaign
- Numbers of orders/revenue generated by:
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