Orientation
BMC Helix Customer Service Management enables organizations to ease multiple challenges and provides business advantage.
- It is external Customer facing
- The Customer is at the heart of all interactions, It is all about the Customer
- Handles the customer journey regarding inquiries, complaints, suggestions, service requests, etc. in all sectors like B2B, B2C & B2B2B.
- Customer Service Management is not ITSM
- 16 years of solution existence with happy customers
- Catering to customers from different industries like BFSI, ISP, Telecom, Retail, Healthcare, Automotive, etc.
Benefits
As a modern customer service management solution, BMC Helix Customer Service Management offers the following advantages to its users:
- Increased customer loyalty and engagement
- Improved customer experience
- Makes customers feel heard and satisfied
- Improves brand image and reputation
- High service quality with major focus on self-service
- Reduction in churn
- Increased revenue and market share
- Using a single global case, resolve several cases at once.
- Improved self-service
- Increase FCR, faster customer resolution times
- Quick solutions with knowledge base
- Provides insights to boost operational efficiency and bottom-line
- Provides insightful dashboard for in-depth analysis and better decision making
- Boosts agent performance
- Reduces performance blind spots
- Recognizes opportunities for development and improvement via training
- Provides predictive case monitor for high impact case types
- Easy collaboration with multiple teams; for example, sales, retention, and legal teams.
- Provides greater flexibility in communication
Key features
BMC Helix Customer Service Management provides the following key features:
Feature | Description |
|---|---|
Get a 360 view of the customer | Get a complete view of your customer profile and insights into customer activities by accessing sales history, customer contracts, customer status, case history, NPS, and so on. |
Collaborate with other teams | Collaborate with other teams; for example, Sales, Marketing, Legal, and Billing to work on resolving customer requests |
Improve service performance continuously | Leverage metrics for agents and group performances, customer survey results to analyze the improvement areas for customer service resolution. |
Get a 360 view of agent performance | Get a holistic view of the performance of your agents and use domains and soft skill indicators to train your agents. |
Route cases intelligently | Assign cases to agents based on domain skills, case categorization, customer segment, products, and services. |
Support for omni-channel conversation with customers | Connect with customers by using multiple conversation channels such as customer self-service portal, chat, email, phone, and social media. |
Assist agents with customer interactions | Help agents to ask the correct questions to customers, provide resolution to their requests, and offer additional enhanced service options; for example, sales promotions, discounts based on customer profiles, and refund processes. |
Provide solutions using the knowledge base | Provide customers and agents with access to relevant knowledge articles to get quick resolution for their issues. |
Perform feedback surveys based on cases | Understand a customer experience of a case journey by using surveys. |