Strategies to Provide Superior Support
EMS provides a complete offering of customer support services. No matter which of our support services you
choose to utilize for your program, EMS offers a solution for your program. We offer a variety of different
strategies to achieve any, but more importantly, your goal. Methods of communication and support can vary
widely for each unique program. Different goals need to be addressed with different customer support strategies.
Many of our clients take advantage of multiple support strategies to provide superior service for their end
users.
Listed below is a sampling of the strategies we implement with our services:
EMS Service Representatives are available 24 hours a day, 365 days a year. Your customers can reach a representative
and receive the support they need when it fits their schedule. EMS utilizes the most sophisticated call processing
system to provide both inbound and outbound teleservices to leading organizations. The Nortel Genesis switch we
employ can accommodate over 80,000 simultaneous inbound and outbound calls. This allows us to manage large capacity
demands at any given moment. Our call routing technology immediately scans for available Service Representatives,
provides screen pops, shows current and historical account information, and routes calls to the most qualified
consultant. This cutting edge technology allows us to efficiently manage any inbound and/or outbound support program
while providing superior service.
Maybe your customers are more willing to send an email asking their question than to pick up the phone. Whatever
the reason your customer chooses email support, EMS has a robust email management system to streamline your program's
support. Our system automatically routes inbound customer e-mail to the most appropriate Service Representative.
The system suggests appropriate answers to help facilitate a fast and accurate response from the Service Representative.
A couple of additional ways our clients utilize our email capabilities are by: initiating a permission based outgoing
e-mail campaign immediately upon completion of a customer interaction campaign or sending Web site visitors a customized
message featuring product information, company updates, and specific customer-centric articles tailored to their profile.
We can also text our support response to your customer's cell phone if they need information but are not near a computer.
With our email and text solutions, your customers really have the ability to get the information they need, exactly how
they need it.
EMS offers a state-of-the-art Interactive Voice Response (IVR) solution to our clients. Whether you are looking for a
front-end IVR system to direct your callers or an IVR to completely support all your call volume, EMS has a solution for
your company. EMS houses an IVR system offering leading edge technology. The system is pre-integrated with a Nortel switch,
and utilizes Genesis Computer Telephony Interaction (CTI) to perform all IVR call control, routing, and system and database
integrations. Our IVR features include: customized voice recordings, skill based call routing, outbound call transfer
routing, data collection, and easy reporting. Our IVR capabilities allow for high volume programs to receive streamlined
support, reduced costs for any program, and a significantly more positive customer experience. Your callers can be segmented
based on their question, issue, or product/service they are calling about to ensure the most knowledgeable Service Representative
assists them. This information can also be reported on so you can analyze what topics, products, or services are triggering
the calls. You can also decide to have the IVR promote VIP clients to the front of the queue if applicable. We work with you
to set up an IVR which will enhance and not detract from your customers' experience.
Frequently Asked Questions and Knowledge Bases are keys to providing preemptive customer service and answering your customers'
questions before they need to contact you. EMS can create, maintain, or collaborate with you on your Knowledge Base. We support
FAQs and Knowledge Bases for many of our clients. Data is generally collected in a Customer Relationship Management(CRM) tool
for reporting and analysis. Our proprietary CRM tool creates knowledge based articles with the ability to search, add, delete
and edit. We also maintain FAQs and Knowledge Bases directly on some client's Web sites to minimize the effort required by the
client and yield the most current and accurate information. More and more customers are turning to the internet first before
reaching out to customer support and it is imperative to ensure your Knowledge Base is up-to-date and accurate.
Your Web site visitors can get immediate live assistance from one of our Service Representatives via live web chat. All EMS
services are available for live chat including, but not limited to: Customer Care, Technical Support, Help Desk, Order
Processing, and Sales. Chat boxes are designed to look like an extension of your Web site and corporate branding. Your
clients will have no idea they are chatting with EMS. Our Service Representatives are trained to handle multiple
instant messaging transactions at a time, allowing for effective and efficient support for your clients.
When a customer on your Web site has been on a page for a predetermined length of time, we can preemptively pop a window
asking if they would like to chat with a Customer Service Representative. Your customer may then receive an answer to a
question they may have. Finding what they are looking for instead of starting over by moving on to another Web site makes
for a much better customer experience. Preemptive chat shows your customers you are serious about your service and want
to do what you can to make sure they get what they need. Preemptive chat boxes are designed to look like an extension of
your Web site and corporate branding.
While perusing your Web site, your customers may become thoroughly interested in your product or service or have an urgent
question arise. They may then request to be reached by one of your company representatives via a Web callback form on your
Web site. They will immediately receive a phone call from one of our skilled Customer Service Representatives to answer
their questions or assist with their needs. Our Customer Service Representatives can also co-browse with your Web site
visitors and direct your customers to a specific page, area of the screen, or URL and interactively respond to their
questions. Utilizing our Web call back and co-browsing services is a way to positively interact with your Web site
customers and to immediately answer their questions or address their issues.
When responding to social networks, you have the ability to interact with customers in near real-time and on a personal
level. Ensuring these responses drive resolution is vital to any business' social marketing plan. When your customer
service team monitors and responds to social networks, you are employing people with resolve mentalities to address
complaints/issues posted on those social networks. It is still important for your Corporate Communications or Public
Relations teams to monitor social networks as well, but Customer Service Representatives will ensure your customers'
problems are handled in a sufficient way to address the comments and alter the conversations.
Do people post questions on your Web Site, talk about your product on discussion sites, or discuss your company on industry
sites? It is imperative to have someone monitor these sites in order to respond to or answer questions posted. A key way
to stay in front of what is being said is to have a Customer Service Representative address the comments/questions.
We can answer their questions while maintaining a high level of customer service. Our Customer Service Agents are the
perfect people to do so; they have an in-depth knowledge of your product(s) and company while also having the service
training to respond in a positive and proactive way.
Internal support is currently provided in English, Spanish, German and French. Approximately 9 percent od the EMS staff is
bilingual. Additional resources can be added to meet language requirements of your program. Other on-site languages can be
supported as volume requirements are presented.
An additional 150+ languages are supported by EMS utilizing a third party translation service. This service is available
14/7/365 to support languages that have a minimal volume and do not require a full-time bilingual on-site staff. This
method has proven to be successful for several of EMS's clients with low secondary language volumes. Utilizing our
translation service is a great way to support customers without having high overhead cost of staffing to all low volume
languages.
What strategies are you going to utilize for your customer support program?
Talk to EMS, Inc. today to determine the perfect strategies to achieve your goals.
