Customer Service

Interactive Tools for Forging Long-Term Customer Relationships

Quality customer service is the lifeblood of your organization, and harnessing the right technology is vital delivering it. At Gradient, we know the impact of customer service on your bottom line and strive to provide you with the finest tools for fosteringlong-term loyalty.

Your customer service tools must deliver for both you and your customers. With Gradient platform, you get an interactive system that encourages agent efficiency and helps you deliver a satisfying customer experience.


Overview of Gradient Platform

  • A unifiedsystem, serving customers across all channels, including inbound, outbound, email, SMS, web chat, and social media.
  • Intelligent call routing, which allows customers to quickly reach agents.
  • Resource selection capabilities to determine which agent best suits the customer’s needs.
  • Customers can contact agents from any device – from anywhere in the world.
  • Historical and real-time reporting data that helps supervisors and agentsbetter understand customer needs.
  • Agents can resolve calls faster, thereby increasing productivity and cutting costs.
  • Easy to define and deploy services based on product offering, location, customer type, and more.
  • Promotes business agility by making it easy totransform new ideas into new solutions.
  • Increases first-call resolution rates and enables compliance with company rules.

FEATURES

  • Customer Management System
  • Case Management System
  • Case/Ticket Creation and Management
  • Full IVR Servicing
  • IVR Case Authentication
  • Call Routing to the Right Agent Based on Ticket Number
  • Account Popup
  • Integrates Flawlessly with Existing CRM
  • Quality Assurance
  • Customer Service Performance Reporting
  • SLA Reports