In real time, customer care agents use advanced problem diagnosis tools, determine if a customer needs a physical item, and when that part will be available for delivery. Empower Customer Care Agents Customer care agents have access to accurate customer information so they can respond to customer inquiries faster than ever before. Also, customer care agents can authorize repairs over the phone, without seeking internal approval. Customers are unaware of which support center is handling their call and, if they need to call again, will be assured that customer care agents in both the United States and Costa Rica have immediate access to records generated from previous calls. Close the Loop Acer America is leveraging its new customer support and tracking systems to generate customer knowledge, including customer segmentation and tracking.
Feedback is fast and accurate so management can make decisions and see results quickly.
Create Enterprise Links With Acer America's new integrated systems, customer care agents can access materials management information directly for part availability and work order creation. With instant verification, customer care agents are now able to set customer expectations to complete their calls faster and reduce call-backs. Value Added Our holistic approach for evaluating, redesigning, and implementing after-sales customer programs is part of its efforts to help global corporations develop competitive advantage by creating stronger connections with customers. With its customer tracking software in place, Acer America has the tools needed to ensure that its customer care agents have immediate access to comprehensive customer information and knowledge to answer customer questions on their first call. As customer satisfaction rises, Acer America's customer referrals and repeat purchase rates rise too.