1. Simple Social CRM

7. Web Self Care PeopleConnect Identity Proliferation of usernames and passwords for each service provider User is always authenticated by the IM network Navigation Each service provider has different kind of navigation for web pages. Relatively more standardized IVR style navigation is supported Render rich content Great flexibility in formatting content and rendering rich media. Plain text messaging is used and recommended. It however supports sending links to appropriate information Handling a specific request A contact us link needs to be searched for, then find the appropriate number to be called, then switch to another medium. Just send “chat” to connect to a live support person. It adds you to the support queue, and user can work while they are waiting!

8. IVR PeopleConnect Identity Is one of the biggest reasons why customers tend to move towards agent assisted support. Inherent in the channel. Navigation Since it is voice based, it is very important to hear out all the options correctly, as the error wastes a lot of time. It is text based and visual. So easy to read out options without wasting too much time. Reference numbers Customer has to manually record the transaction reference number for a transaction. Transaction reference numbers are capture automatically and sent to the customer for future reference