Enhance the Customer Experience with Automated, Multi-channel Customer Service Management Solutions from Numara Software

Numara FootPrints Brochure (PDF) Numara FootPrints for Customer Service will give your customers flexible choices – multiple, easy ways to submit their requests and access to searchable knowledge to solve their own issues. Keep them informed using automated notifications and global issues.   Centralize and manage all multi-channel requests for all incoming customer issues via phone, e-mail, web, chat, and wireless devices Accelerate problem resolution with highly configurable and comprehensive rules-based workflow and escalations. You’ll manage all requests with optimal effectiveness while ensuring compliance with customer service level agreements (SLAs) Increase customer satisfaction by providing them with multiple options to submit and track their own requests Empower your customers with the ability to solve their own issues through easy-to-use self service on-line 24/7 Facilitate easy system access for both agents and customers, who only need a web browser to use Numara FootPrints Practical and Flexible Customer Service Management with Numara FootPrints for Customer Service Improve Your Customer's Experience Waiting around for months on end to bolster customer satisfaction, improve productivity, slash costs and enhance your overall support is not an option. You’re ready to strengthen the relationship with your customers as soon as possible. Deliver breakthrough service to customers throughout the world faster and enhance the quality of your web-based service desk at a low total cost of ownership. Rely on the rock-solid stability and superior performance of Numara FootPrints Customer Service, an award-winning, 100% web-based customer service management solution. Your customers are on the go to meet the rapid pace of business today and they expect access to service around the clock, as well as responsiveness. As a result, you are challenged with meeting and exceeding their expectations amidst a highly competitive environment. With its robust workflow, business process automation capabilities and back-end integration, Numara FootPrints for Customer Service can transform your organization into a more productive, world-class support center. This can be achieved by improving your service response, ensuring service level agreement compliance and streamlining customer communications. It’s easy-to-use interface benefit both your customers and your customer support representatives. Our focus at Numara Software is on providing solutions that help you deliver the best possible experience to your customers. Comprehensive Customer Support Automation to Enhance Your Customers’ Experience and Streamline Operations Centralized, multi-channel request management for total visibility for all incoming requests (phone, e-mail, web, chat or PDAs), workflow management and overall reporting. Easy-to-configure, comprehensive workflow and business rule automation to improve service tracking and facilitate decision-making by streamlining critical customer support functions. Self service on-line gives your customers 24/7access to the information they need when they want it - without requiring an agent. This highly versatile, customer-centric web-based solution can be embedded right into your web site. Integrated knowledge management enables agents to create, and customers to access, FAQs, proven solutions and external knowledge bases 24/7 to speed up issue resolution. Robust incoming and outgoing e-mail management, including built-in templates, auto-population of tickets from e-mails and full audit trails to provide customer support through a well known interface. Service level management automation to ensure your customers receive the level of service expected and agreed upon. You can track performance against your customer services agreements. Built-in customer surveys to make sure that you are on track with your customers expectations by getting their direct feedback. Integrated contact information dynamically from your sales automation tool and data from other SQL® sources to create an integrated customer support automation solution. Powerful telephony integration, coupled with built-in automation to simplify retrieval and presentation of customer information based on the caller’s ID. Extensive and easy to use, built-in reporting tools including graphical metrics for productivity and performance management, call statistics and trend analysis Unparalleled Value for Customer Support Automation as Compared to Other Solutions Available on the Market Today The uniquely flexible, multi-project architecture of Numara FootPrints for Customer Service allows you to manage diverse environments for different types of customers, or companies. Each of these customer support environments can offer a distinct customer experience in terms of look and feel, workflow, knowledge, partitioned database security and even languages. This way, you can better serve the needs of all of your customers regardless of geography. Have it your way – On your site, or ours Eliminate costs management associated with managing resources, staff and time in support of an IT infrastructure for your web-based customer support center. With the Numara FootPrints Hosting Service, we’ll host and manage your service center at our secure data center. You’ll retain total control over administration and customization, while avoiding the headache of maintaining the software and servers or overseeing upgrades. Related Links For information on approval workflow with Numara FootPrints Change Management, click here For information on using Numara FootPrints for Customer Service interactively with smartphones using Mobile Numara FootPrints Mobile, click here For more information on the architecture, database design, technical specifications and suggested hardware, download our Technical Overview (PDF) Would you like to eliminate IT infrastructure management and costs for your service desk? Check out Numara FootPrints Hosting Service.