eTouchPoint SERVICE allows organisations to strengthen customer relationships, build customer loyalty and delivery consistent world-class service and support. By enabling customer service representatives to manage and coordinate all customer touchpoints, eTouchPoint SERVICE gives service-based organisations immediate visibility into each customer's profile and comprehensive relationship information.

eTouchPoint SERVICE provides full issue management and resolution capabilities, allowing users to quickly and accurately create, assign and manage customer service requests. eTouchPoint SERVICE also provides users with powerful text searching so service professionals can locate information quickly and easily from the eTouchPoint SERVICE knowledge base. The knowledge base can be used as a repository for technical documents, product specifications, FAQs, web pages and known customer service solutions.

In today's increasingly competitive economy, customers expect consistent, professional service and support from every interaction, via any communication channel and from anywhere in the world. The quality of customer service delivered by a company is often the key competitive differentiator and vital to sustained business success.
Contact Management:
eTouchPoint SERVICE provides you with a three tier contact management structure, enabling you to work with multiple contact types and entities such as individuals, companies and organisations. These entities could be anything from clients to partners, suppliers or employees.

Issues / Request Management:
eTouchPoint SERVICE provides a comprehensive format for logging, viewing and processing customer service issues and requests. eTouchPoint SERVICE provides easy-to-use management and resolution capabilities, allowing users to quickly and accurately create, assign and manage customer service requests.

Activity Management:
To help your sales professionals stay on top of the sales process, eTouchPoint SERVICE allows them to assign activities - such as phone calls, emails, meeting, follow-ups and tasks - to a contact, company or opportunity.

Escalations:
eTouchPoint SERVICE provides service level escalations and workflows to ensure that customer service issues and requests are dealt with in accordance with service level agreements and business procedures.

Knowledge Base:
eTouchPoint SERVICE comes complete with an information knowledge base. The eTouchPoint SERVICE knowledge base can be used as a repository for technical documents, product specifications, FAQs, web pages and known customer service solutions.

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