Sento AssistSM
Your agents can communicate with customers using email and one-on-one Internet chat with Assist, our interaction tool for assisted support. Internet-assisted support costs far less per interaction than toll-free phone support and is the preferred means of support among customers who use the Internet.
From a single interface, agents can reply to incoming email messages, engage a customer in a one-on-one chat session, or respond to call-back requests. Assist is fully integrated with Recite, Sento's CRM solution, giving agents an instant view of the customer's click stream data and historical support information.
Assist provides agents with automated scripts (e.g., greetings, questions), file transfer and URL push and co-browse capabilities to improve customer assistance. The tool allows agents to help multiple customers simultaneously without compromising service quality. This feature-rich toolset increases agent productivity, which translates into direct cost savings.
Sento Assist RASM is a remote assistance option that allows Internet-based desktop sharing and secure, temporary remote control of the customer's PC. Technicians can use this option to resolve issues directly without having to talk users through complex troubleshooting, diagnostics or other processes.
Assist features include:
- Pre-scripted templates, URL and file push
- Real-time and historical reporting
- Integrated email, call-me-back, and chat interface
- CRM (Recite) integration
- Customer queuing
- Live monitoring
- Skills routing
- Escalation, live transfers
- Mentor chat
- Post-Assist customer satisfaction survey
- Ideal for global deployment
- Remote assistance option
|
