Support

You have a dissatisfied customer? A technical problem has been a cause of complaint? Thanks to Efficy you can use these situations to your advantage and learn valuable lessons from them!

  Follow-up Reliability

Efficy CRM ensures that each support request is immediately redirected towards the appropriate person or department.  Similarly, when an urgent issue arises, Efficy CRM assists you by automating the processing of questions to prevent customers waiting a long time for a reply. Efficy gives wings to your customer service staff. The result is an increasingly efficient service for increasingly satisfied customers.

  CTI  Integration

Don’t waste any more time on fruitless searches. With Efficy, you can immediately view the customer’s file, their language, invoices etc. All this information appears even before picking up the phone! This makes your employees more efficient, handling more calls per day at a faster rate.

  Customer Feedback

Each customer can leave feedback on the quality of support received. For example, with slow response times, the managers concerned are immediately informed and can take corrective action if necessary. The sales managers are also advised in case of negative feedback. They can then immediately carry out corrective marketing measures. So every complaint or negative feedback can be transformed into an opportunity to stand out against your competitors !

  Performance Indicators (KPI) 

In its support module, Efficy CRM has a performance indicator that measures the daily number of solutions given by each employee and the quality of their responses. You can also see how many incorrect responses have been given per employee per day, month, quarter or year. In this way, you can measure your teams’ productivity.

  Reports

Drawing on the history of interventions, questions, answers and appraisals connected with each support request, precise reports can be created which show your support team’s performance. You can evaluate the real-time performance of your team and focus on strategies to help you further improve your customer service.

  Extranet 

The Efficy Extranet enables your customers to interact with your business in a modern and friendly way. Save valuable time by letting your customers themselves enter the different problems they face via the Extranet interface. Then keep them up to date with the current status of their query. This means your customers have access to a limited part of your database. The result is that employees are less involved in administrative tasks, leaving them able to concentrate on finding appropriate solutions. Customers who are not used to this approach can, of course, rely on your services in the “conventional” way.

Our other modules

  Sales

Projects

 Document Management

 Marketing