iService® is designed to connect customers with your company in several ways.
Email Response - Customers submit questions via email or the integrated Ask a Question web forms. These questions are routed to customer service agents using skills based routing techniques where they can be answered using the iService web interface. iService eliminates the need to use email clients such as Outlook and allows customer service agents to work from any location where they have access to a web browser. The system allows multiple agents to work at a time, automatically distributing messages among them based upon message priority and the agent’s skills.
Web Self-help - Answers composed by service representatives can be easily added to a knowledge base that customers can browse for self-help purposes, or shared among service representatives to promote a consistent and high quality service level.
Email Marketing - The system includes a complete outbound email marketing component with list management, click through tracking, and detailed reports. See the iCentives Mass Mailing User Guide for details.
Contact Management - The centralized database provides an enterprise view of all customer interactions, including telephone calls and tickets that are entered into the system. You can extend the contact information about each contact with an unlimited number of additional fields (account number, etc.).
Business Intelligence - iService includes a set of Microsoft SQL Server Reporting Services reports that provide detailed metrics about the activities of your agents, the types of questions your customers ask, and your service levels. See the Business Intelligence Reports Guide for details.
Integrated Forms - iService Forms allow you to customize the user interface presented to customers and operators, as well as build workflow applications using the various iService actions and variables. See the Forms Developer Guide for details.
Mobile Support - Using iService Forms, you can easily create mobile support and marketing sites.
Live Chat - iService Live Chat allows you to conduct interactive chats with customers while they are on your website. See the Chat User Guide for details.