Here is a good Dr. Bean 3.0 functions and benefits marketing breakdown. This was reported on SH by DeltaTau , a potential Sideware customer, as being part of Sideware's new Customer information Package
The Internet economy rewards those who adapt.
If you're a corporation doing business on the Web, a totally integrated high quality electronic Customer Service Relationship Management system is no longer an option, its a necessity. Java-based, powerful and fully scaleable, the Dr. Bean e-Customer Relationship Management Technology(e-CRMT) by Sideware places the Web at the center of your customer management strategy to give complete, consistent and vital information to every member of your team.
Just look what Dr. Bean 3.0 does for you:
-Intelligent Routing Module
Don't make customers wait for service! Dr. Bean's Intelligent Routing module channels customers to the appropriate CSR or supervisor for concise, effective service-via parameters defined by you! Three service levels-CSR, Self-Service and Auto Routing- let customers chat live with a CSR, service themselves or be intelligently routed through pre-defined answers, so they're constantly attended to.
-Increased Customer Loyalty
Your customers' purchase history is visible at a glance, making your CRSs' relationship with them more immediate and personal.
-Platform Independence
Dr. Bean is written in 100% Java, which gives you power, flexibility, scalability, and ease of integration.
-Integrate existing data
Dr.Bean's unique API's allow integration of data from nearly any legacy system. That gives you easy access to customer data such as purchase history and buying preferences.
-Know your customer better
Advanced administrative features let you gather and display everything you need to know about your customer
-Instant session transfer
Dr.Bean lets CSRs share data among themselves or with their supervisor. This means better customer satisfaction and shorter waiting times.
-E-Mail resolution
Dr.Bean's function allows a more thorough and cost-effective follow-up to customer enquiries.
-Spell Checker
Eliminate CSR spelling errors and typos.
-Browser Synchronization
Move with customers through the sales process by following them as they browse.
-Push and Pull sales ability
Real-time synchronization with web customers lets CSRs push and pull products and services.
-Follow customer's web shopping
Web page history instantly shows a customers' recent navigation of an E-Business site.
-Convert browsers into buyers
Your CSRs can answer your customers right at the web page, to convert enquiries directly into sales.
-Increase CSR communication
Dr. Bean allows CSRs to communicate with one another and share their knowledge of products and services.
-Advertising space
Dr. Bean lets you promote your products and services where customers will see them.
-Predetermined web pages and pre-defined messages
Maximize efficiency when handling FAQs or requests by sending standard messages and/or websites.
-Convenient, comprehensive customer care
Dr. Bean combines the immediacy of phone calls with the ease of e-mail. Customers receive real time answers to questions without leaving the site. And you can lower your overhead without decreasing customer care.
A choice of service options
In addition to being able to choose from a variety of automated services, customers contacting a business should always have the option of communicating with a real person in real time. Only Dr. Bean combines this ability with such a broadly integrated array of powerful contact tools and seamless integration into virtually all major platforms.
Streamlined customer contacts
Customers can come to you by telephone or E-Mail. Dr. Bean's E-CRMT streamlines them into a single queue so every contact and transaction is recorded. That means no more lost calls or long waiting times-and more efficient Customer Service Representatives.
More Intelligent Routing
One of the most important requirements of any E-CRMT is its ability to accurately profile individual customers and effectively address their needs. Nothing does this better than Dr. Bean. It can intelligently determine how long an individual customer should wait in line and which CSR he or she should be directed towards. And, Dr. Bean instantly recalls customer history and profile to help your CSRs up-sell or cross-sell other products and services.
Smarter and more thorough Reporting
Good reporting is just good business. To help you with everything from staffing levels to inventory control, an E-CRMT must be able to track all CSR contacts, sales transactions, FAQs and call volumes. Dr. Bean delivers a complete and expandable array of reporting functions for every kind of small business. |
