Customer Services (Help Desk)

Realise improved performance and increased customer satisfaction by providing a cohesive customer service function and consistency across the customer experience.

Achiever Anyware’s in-built helpdesk and customer service functionality allow a proactive approach to managing customer issues and provide visibility of information to other departments to create a complete, informed view of each customer account.

Create a holistic view of your customers

Ensure your customer service advisors are able to appreciate the value of the customer they are dealing with by providing them with visibility of interactions made with other departments. Achiever Anyware’s customer profiling functionality allows customer service users to cross reference current issues with current opportunities. It is also possible to integrate with other applications to show if the customer is on stop or there are credit issues.
Achiever Anyware allows other departments to view open or closed issues with each customer. Your Sales and Account Management teams can see which of their customers have issues and are fully informed on real-time status before speaking to a customer.

Capture customers’ issues in line with pre-defined business processes

Your Customer Service desk needs to ensure they are capturing essential information before investigating any issue.
Achiever Anyware allows you to determine the key information required and ensures that this is captured on data entry whether via the customer portal, Internet, or through a call to your customer services department. Armed with this information, your advisors are able to progress the issue in a more appropriate, timely and efficient manner.

Prioritise and escalate issues within pre-defined Service Level Agreements (SLA)

Issues can be prioritised based on pre-defined business rules to ensure any critical issues are handled urgently and escalated in line with agreed SLA’s. 

Allocate issues based on skills sets and availability

Achiever Anyware can intelligently and automatically allocate calls to the most appropriate person or team to ensure the quickest possible turnaround on every issue. Using sophisticated rules, Achiever Anyware can intelligently balance workloads amongst your Customer Service team and filter through the most critical calls to provide a priority list for users to deal with.

Share knowledge to improve issue management

Achiever Anyware’s in-built knowledge base allows you to promote the use of existing knowledge and encourage the sharing of skills and know-how within your user base.
Accessible to customers and partners, Achiever Anyware’s knowledge base reduces the calls to your team by enabling the customer or partner to self serve by checking the knowledge base for information before making the call.

Monitor performance of teams and individuals

Use Achiever Anyware to view an individual’s performance to assess effectiveness and requirements for further training. Cross-reference the information with customer feedback to identify any soft-skills training requirements to ensure that customers receive professional, friendly and effective responses. Nurture users to share experiences in customer management through benchmarking problem calls from your most challenging customers.

Exceed SLA’s and standardise Best Practice

Achiever Anyware’s workflow functionality ensures the consistent handling of customer issues in line with pre-defined business processes, guaranteeing your customers receive first-class service every time.

Achiever Anyware provides issue escalation to ensure your customers receive appropriate levels of care and allowing you to respond within the parameters of your SLA.

Integrate with your telephony system
Increase productivity and improve call response times with integration between Achiever Anyware and your telephony system to enable quick dial out and intelligent screen popping.

Integrated analytics and statistics provide managers with real-time performance and call volume information.

Act on Customer feedback

Achiever Anyware can send on-line feedback forms automatically on closure of an issue to ensure customer satisfaction with the results recorded against the issue. Assess customer feedback to use for product enhancements and identify staff training requirements.