Customer Service
Reduce call center volumes and improve the customer experience with an integrated, end-to-end approach to customer communications
The challenges facing customer service call centers are many. Increased call volume, the complexities of multichannel communications, budget cuts and the timeless battle to reduce customer churn. The need for more efficient and cost effective customer communications has never been greater. Fortunately, the solutions available to help have never been better.
Empower your customer service representatives (CSRs) to deliver a fast, efficient and personal customer interaction, and connect with customers like never before. Customer communication management solutions from Pitney Bowes Software enable companies to streamline document-intensive interactions to provide superior experiences while decreasing call volumes, talk times and costs.
Improve service and reduce churn with integrated communication solutions:
- Reduce bill-related calls with easy-to-read, personalized communications
- Cross-sell products and services to increase revenue and customer loyalty
- Handle highly-personalized interactive communications more accurately, efficiently and cost-effectively
- Speed call handling time and call backs with central access to all customer communications
- Improve mobile (email & SMS) customer service
- Convenient web self-service speeds payments and supports green initiatives
- Integrate effective, unified inbound and outbound communications delivered across all customer touch points
- Significantly reduce postage and mailing costs
Learn more about Pitney Bowes Software solutions for improved customer communications, including Customer Communications Management products, or contact us today to discuss your needs.
Retrieve documents in seconds to reduce response time and call backs
Now your customer service team can retrieve customer documents in seconds with instant access to exact replicas of printed documents and web-presented information, so they can respond more quickly and accurately to inquiries. The document retrieval solution included in Vault renders documents on-the-fly through a customer-centric search.
Learn more about Vault.
Embrace personalized, interactive email and SMS communication capabilities
Providing more efficient, personalized and secure support for email customer
communications is a top priority for organizations with large call
centers that are rapidly becoming multi-channel contact
centers. The e-Messaging solution helps organizations embrace
interactive email and short message service (SMS) for managing both inbound and outbound communications and response handling, while ensuring legal requirements.
Learn more about e-Messaging.
Create and manage real-time, interactive customer communications
EngageOne Interactive significantly reduces preparation time per document, allowing a prompt, appropriate response to customer inquiries, while reducing costs and increasing customer satisaction. The web-based WYSIWYG document editor eases creation of communications and prompts for specific information and then immediately populates a pre-formatted template.
Learn more about EngageOne Interactive.
| Challenge | Solution | Pitney Bowes Software Products Used |
|---|---|---|
| Reduce bill-related calls | Easy-to-read, accurate and personalized bills, statements, invoices and letters reduce calls and call resolution time. |
CCM EngageOne |
| Speed call handling time, call closure time and call backs | CSR central view of customer information and exact replica bills; fast, personal customer interaction |
CCM Vault
|
| Reduce errors, improve efficiency and reduce costs handling interactive communications | Call centers CSRs quickly easily create and deliver real-time highly-personalized interactive communications |
CCM EngageOne Interactive |
| Improve mobile (email and SMS) customer service | CSRs manage inbound and outbound email/SMS for a more personalized interaction |
CCM e-Messaging Vault |
| Cross-sell products and services targeted to the individual to increase revenue and customer loyalty | Intelligent and targeted marketing messages on multichannel communications drive revenue and reduce direct mail costs |
CCM Portrait Interaction Optimizer Data Flow EngageOne |
| Integrate effective communications inbound and outbound | Ensure a consistent, branded and person customer experience, across all channels |
CCM EngageOne e-Messaging |