They say if your customer has a problem and it gets resolved, you are more likely to keep them as a client than if they had never had a problem. Ivinex Service CRM helps your customer service representatives resolve problems quickly, accurately, and professionally.
 Customer Service Center |
 Call Center |
 Customer Portal |
 Knowledge |
 Chat |
 Ticket/Case/Issue Management |
 Social Media |
 Workflow Wizard |
 Email |
 Click Reduction |
 Dashboards |
 Alert Matrix |
Customer Service CenterIf a customer has a problem and it gets resolved, you are more likely to keep them as a client than if they had never had the problem. Ivinex Service CRM helps your customer service representatives resolve problems quickly, accurately, and professionally. Welcome to the Ultimate in Customer Service platforms.
Ticketing/Case Management - Accept new tickets from your website, customer portal, email, and phone. Accurately route those tickets to the right team with the right skill set to resolve the problem. Communicate real-time with your customer throughout the process. See your customer’s satisfaction increase, yielding greater profits to your company.
Queuing - Making sure new tickets/cases are sent to the right queue ensures that your customers get immediate help from the best person.
Assignment Routing - Some cases need to be assigned to different people in different groups. Assignment routing makes sure the customer's case goes to the right people at the right time.
Alert Escalation Matrix - The alert escalation matrix is a powerful tool that allows you to build in ad-hoc alert rules. These rules can ensure that your top-tier clients get immediate help and the service level agreements are met.
Customer PortalIvinex Customer Portal, open hero hotline 24 hours a day. Support for your customers anytime, anywhere. They can see updates to submitted tickets, read communication logs, and reply back all without ever picking up the phone. Be the hero today.
It’s your brand and your image. The customer portal is easily customized to reflect your look and feel. There are various portals that can be used to ensure you have the portal that meets your specific need. Communicate with confidence.
Ivinex Customer Service platform is enterprise rich with functionality to ensure the correct resolution every time. From automated queuing of new tickets to routing and alert escalation, you can be confident that your support organization will exceed the expectations of every customer.
Easily create and automate surveys to your customers. Understanding how and what your customer felt about their experience with your organization can provide invaluable feedback for future direction and planning. Survey today, excel tomorrow.
A nice component of the customer portal is the self-categorization wizard. This wizard can help customers walk through and self-categorize their support ticket before it is every handled by one of your service reps. This can save time and improve correct responsiveness and accelerate resolution time.
ChatClick to Chat functionality from Ivinex can be embedded right into your website. This means customer issues can be resolved real-time through the chat functionality. Lowering the costs of service and delivering immediate answers over the web.
EmailEmail is today a primary form of communication. With Ivinex Customer Service CRM, issue tickets can be created from incoming emails and launch automated routing and alerting workflows. Customer service reps can also use email templates for quicker response of common issues. And infrastructure-wise, integrate with your existing email tools. Email in, email out.
DashboardsVisibility is critical for customer service managers. How many new issues are coming in? What is my issue resolution time? Am I meeting our Service Level Agreements? All of this can be easily seen with Ivinex Dashboards.
Real-time dashboards can monitor key metrics and trigger alert escalation or automated assignment workflows
Drag and Drop Configurable
Reporting
Call CenterThe ultimate all-in-one call center platform. Integrate to your telephony solution, back office, and websites. Make your call center agents happy with an easy yet powerful tool that helps them be heroes to your customers.
Telephony Integration - Ivinex can integrate to your phone system, giving your agents production enhancing features like:
Alert escalation matrix - Escalated alerting insures that the ball isn’t dropped. Pop ups, emails, or text can alert the appropriate group or individual that a vital piece in the business process needs to be addressed. Find out how the alert matrix can improve your business.
Automated workflows - One of the main complaints from sales reps is that the crm system doesn’t help them sale more. Ivinex Automated task creation helps keep the sales rep doing the activities they do best while automating the next step. Learn more about helping your sales rep focus on the critical
Ticket Resolution - Ivinex service crm platform can give your company the ultimate all-in-one service center that quickly resolves customer concerns by the right people at the right time.
Knowledge BaseKnowledge is power. Help your customer service reps be more effective by putting the right knowledge in front of them at the right time.
Knowledge Base Integration - Integrate your existing knowledge base. Use an Ivinex knowledge template.
Issue ManagementWith Ivinex Customer Service CRM, your support organization can create a new issue ticket from a website, email, Customer Portal, or phone call. Once an issue ticket has been created, Ivinex can route, queue, notify, or alert the right person at the right time to begin the resolution process. Once the issue ticket is in the resolution process, Ivinex provides the infrastructure to keep all parties involved in the issue ticket properly informed. Whether real-time updates to the customer portal or email alerts to other groups that need to be involved, Ivinex keeps the process moving towards resolution.
Resolved issues, happy customers, hero employees.
Workflow WizardOne of the main complaints from sales reps is that the CRM system doesn’t help them sale more. Ivinex automated task creation helps keep the sales rep doing the activities they do best while automating the next step. Learn more about helping your sales reps focus on the critical.
Click Reduction InterfaceBy reducing the number of clicks and entire web screen refreshes that a customer service agent must make to accomplish their activities in the service CRM platform, agents spend more time resolving problems and less time waiting. Did you say 16 to 1 click reduction versus Salesforce.com?
Alert MatrixEscalated alerting ensures that the ball isn’t dropped. Pop ups, emails, or text can alert the appropriate group or individual that a vital piece in the business process needs to be addressed. Find out how the alert matrix can improve your business.
The real question, do I need it? Can I integrate to Facebook and Twitter? What about linkedIn? Why do leading companies like Apple not use it? You’ve got questions, we have answers. Let’s set a time to discuss what is right for your company.
Set Appointment