Express Response

Express Response makes it easy for companies to automate online customer service, providing tremendous efficiency and cost savings, while increasing customer satisfaction through fast, accurate responses to customers' questions. Island Data's award winning Express Response solution offers the following key benefits and advantages to your online customer service environment.

Significantly Reduced Customer Service Costs: Per transaction savings of up to 90%, with overall cost savings of 50% or greater compared to human contact center agents.

Increased Customer Satisfaction And Retention: Provide immediate answers to customers' support inquiries, delivered via an easy-to-use Web portal or E-Mail solution, with personalization and live help options.

Fast Return on Investment: Implementations in as quickly as one business day depending on solution complexity and customization. Easily integrates with existing call center applications for investment protection.

Identification of Revenue Opportunities and Customer Attrition Risks: Query profiling technology and business rules isolate and specially handle customer E-Mails and Web form inquiries that represent attrition risks, cross-sell and up-sell opportunities. Convert your call center into a profit center.

Cost-Effective Knowledge Management and Improved Agent Productivity: Knowledge management tools to automate the identification, capture, creation, review, approval and publishing of new knowledge for self-service and agent applications. Knowledge can be created using existing KB or agent responses can be captured automatically and re-used for self-help knowledge.

Management Tools for Controlling and Measuring Customer Service Performance: Administration Portal Dashboard provides immediate visual access to key indicators such as answer rate, escalation rate, sales opportunities, attrition risks, knowledge base performance, and other key metrics.