ClickContact Overview

ClickContact enables service organizations to put the management of the service experience into the hands of their customers. By providing self-service appointment booking and updating over the Internet, automatic customer notifications, and the option for a post-service survey, ClickContact adds value to every step of the service lifecycle.

At the heart of ClickContact is the online appointment booking capability that allows a customer to schedule a service call for themselves, without the help of any of the organization's customer support staff. This self service approach will dramatically reduce the inbound calls to the call center which will result in major cost savings to the service organization. But that is just the beginning.

ClickContact:

• Provides a way for customers to update or reschedule any appointment times if the originally-planned time becomes inconvenient thus reducing the number of customer no-shows on the day of service
• Enables the service organization to send customers automatic updates via email, text and voice message, etc. including confirmations, updates and estimated arrival time of the service resource to the service location, which results in less missed appointments, as well as, less inbound calls to the call center inquiring where the technician is and when they plan to arrive
• Once the service call is finished, ClickContact enables the service organization to automatically send out a survey to the customer to get immediate performance feedback

Part of the Service Optimization Suite, ClickContact provides service organizations with a world-class customer interaction management system.

Features and Benefits