The Secret to Turning Your Customers into Raving Fans?
It's Technique, Not Technology
“Customer Relationship Management isn’t a piece of technology you buy – it’s something you achieve.” - Entellium CEO Paul Johnston
The worst thing to happen to “Customer Relationship Management” is that it became “CRM” – an impersonal acronym for a product companies sell, without regard to how well it achieves the original objective of bringing you closer to your customers. Predictably, CRM has become more IT-oriented around features, functions and integrations rather than helping your customer service reps deliver an outstanding customer experience. It’s become about the technology.
That’s where Entellium eCustomerCenter comes in. Our solution is optimized to enhance the service techniques that enable you to keep your customers happier and longer.
Entellium believes that every business, without fear of complexity or cost, should be able to deliver a world-class customer support experience that increases customer satisfaction and loyalty.
All the Technology You Need – Enterprise-Sized Budget Not Required
Yes, all the technology is there – everything from workflow-powered queues, multi-channel support options, and alerts when you’re in danger of not meet your service level standards. So what’s the Entellium eCustomerCenter difference? You don’t need a FORTUNE® 1000 sized-budget or IT department to deploy it. It’s ready to go for businesses of any size.
Look at the Customer Experience Each Vendor Offers Its Own Customers
Entellium of course is the ultimate case study for the power of Entellium eCustomerCenter – it’s what we use internally to support our thousands of subscribers around the globe, and to ensure compliance with our aggressive SLAs. So how well are we doing?
"We've used Entellium's free live chat support at all hours of the day and have always been able to get an answer. Entellium provides great customer support. We couldn't be happier." - Taylor Mayo, Weboffice
"The customer support [from Entellium] has just been amazing. We had a representative assigned to us who helped us quickly learn the software, populate our database and set up customizations for our needs.” - Bobbi Leach, PortoLynx.com
“[Entellium’s] free support after the sale has been fantastic.” - Lynn Shively, Junxion
“[Entellium’s] support model was superior to all others.” - John Meaney, Milestone Group
“The entire Entellium team – from trainers to account managers to the help desk have always been quick to respond and very helpful.” - Mitzi Graham, Screenplay
Entellium eCustomerCenter in Action – Keep Customers Happier Longer
- Nothing Falls Through the Cracks - With an unlimited amount of service queues, you determine how incidents flow through your company. What’s more, you can define routing rules for each service queue to automate how incidents are handled, ensuring high-priority incidents are dealt with first.
- Optimize Resources. Allocate roles and users to work on queues that optimize skills-matching, so each service rep works most effectively.
- Sound the Alarm As Deadlines Approach. Define alerts and notifications within Entellium to ensure incidents are responded to within service goals. Set alerts for specific incident or customer types that integrate seamlessly with Outlook and SMS text messaging.
- A Custom, Branded Environment - Give each one of your customers their own Personal Support Page, with their brand front and center – it’s an easy way to show how customer-centric you are.
- Encourage Self-Service - Your customers can see all of their open incidents as well as their status, all in real-time, so they don’t have to wait for an email or place a call.
- Get a 360-Degree View - Complete access to Account details, related Contacts, open Opportunities, Sales History, Incidents, and Leads.
Want to know more about Entellium eCustomerCenter, and how it can transform the experience you deliver to your customers? Please contact us for a no-pressure demo. We truly want customers, not hostages and we’re an easy-going team. We honestly believe in our products – that’s why we use them internally, don’t require contracts and have priced our solutions affordably for any size business. Make it easier on them, and in the end, you’ll have made it easier on you.
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