Transform your customer care staff into information experts
Our Customer Service Management software is the place where all questions come together and where you can find all the answers.
Our Customer Service Management software is the place where all questions come together and where you can find all the answers.
Decos CSM collects all incoming questions from every channel, in one system, such as phone calls, e-mail, chat, Twitter and Facebook.
Decos CSM connects different information sources with each other. Therefore, the right information is easy to reach, without having to use different systems.
Customer Service Management helps you with committing to your promises. Customer-facing employees can directly see which colleagues are available. If it is not the case, they are able to create an information request or a callback note.
The system keeps track of all these requests and if they are being handled. Information requests and callback notes can be retrieved for later use. This is how you manage all the work in the back-office and you ensure that no one needs to wait long for an answer.
Customer Service Management gives you insight into how efficient the customer contact center works and how the services can get more optimized. Each month, a report will automatically be generated which will be sent to the team managers and the quality insurance employees. These reports visualize and show how the customer contact center operates.
The reports are available in PDF and as an Excel file, to give more insights in the general data such as the total customer contacts per channel and data per employee e.g. what is the time needed to deal with a question (per channel or per type of question) and are questions dealt with independently or with the help of the back-office.
With Decos CSM, all required information is within reach, among the theme pages, a product overview, news feed, work notes, and shared documents.
As you may expect our state-of-the-art customer service system is available as a cloud solution. You will always work with the latest version and updates are carried out for you.
Data is saved in a safe cloud environment with the right SSL-certificates. Naturally, back-ups are made to ensure that your data is safe.
To get to the right information, Decos Customer Service Management has integrations with more than 100 other software programs.
The many available integrations allow you to organize Decos CSM to your own preferences. You determine if you give priority to the customer question or the customer view.
Would you like to experience Decos CSM?
Lee-Yan would like to show you how our Customer Service Management solution can contribute to a better experience in your organization.
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