MEET YOUR CUSTOMER SERVICE CHALLENGES

Do you receive support requests through a CloudCC Web-to-Case form on your site?

CloudCC provides you with a tool to collect your customers submissions automatically by email, calling, online chat, and other channels. We offer all the support you need to get your forms set up to start collecting customer submissions. Give people more opportunities to contact you in the way that works best for them. It also helps ensure that nothing falls through the cracks. Without an effective case capture system in place, you risk missing customer requests, frustrating your clients, or not being able to provide satisfactory support because you don’t have enough information. All cases of an account will be captured into CloudCC and presented in a relevant checklist, and you can access every case status with case tracking. Close the case at a lower cost and less time.

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Do you have a 360 degree customer view?

CloudCC provides your service teams a complete view of your customers, including attended campaigns, sales histories, activities, and service solutions that are saved in our other applications, such as marketing cloud and sales cloud. Empower your service teams to better understand and predict customer health through visibility into sales activity and history.

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Need to speed up your response and resolution times?

CloudCC's customer service and support system helps your service teams ensure they can meet the response and resolution times defined by issue level. Improve the customer experience and resolve customer issues more quickly with case escalation rules and escalation workflow. Create escalation rules based on issue priority, team capacity, and much more to define initial response times and maximum resolution times. When there is no response beyond the specified time, the case will be reassigned to a senior service person according to the automated case assignment and escalation process. Ensure all customer issues are handled appropriately.

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Can you resolve customer issues quickly?

Create and search solutions before resolving cases. Increase solution relevance through user-defined key words and intuitive searching. CloudCC's solution management help businesses ensure all support issues are delivered to the most relevant experienced team or support person at the right time with the right level of urgency. Empower customers and business partners with self-service tools including an online solution base to seek advice or find solutions to issues. Optimize efficiency and resolve issues faster.

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Are your customer satisfaction scores too low?

Follow up the case process through case history tracking. Customers can evaluate service results directly online and accept the service with online signatures. These dynamic case management, workflows, and automate process can greatly improve team efficiency, make your business more predictable, and boost customer satisfaction and retention.

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How to you know your service team’s performance?

With reporting and dashboards, teams can easily monitor customer satisfaction scores, ensure proper response and resolution times. CloudCC’s service analysis reports and dashboards provide you real-time information about your customer service history, product usages and other hot topics you focus on. Track the timeliness and responsiveness of your resolution across solved cases, case sources, case types, root causes, responding staff, and many more details you focus on. Improve team efficiency, make your business more predictable, and boost customer satisfaction and retention.

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