New Release of iService Business Intelligence Provides Insight Into Service Operations

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A new release of iService business intelligence provides insight into how customer service agents manage customer interactions, and helps identify potential issues with customers before they become problematic.

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"It's long been known that if you don't measure it, it's hard to improve. Providing key metrics and insight into how agents and customers interact is one of our key product strategies." Scott Whitsitt, Founder and CEO of One-to-One Service.com.

Customer interactions contain a wealth of information that is often locked away within your CRM database. One-to-One Service.com has provided an update to iService Business Intelligence that helps users of their customer interaction solution tap into this information to gain valuable insights.

This update includes new reports that highlight agent activities - such as forwarding messages to other agents, queues, business segments or outsiders - so managers can identify staff that need retraining or message processing filters that need adjustment. It also provides insight into the most active customers by aggregating the number of interactions (customer email, agent created tickets, etc.) from each contact and "bubbling up" those contacts and companies that required the most support.

"Business Intelligence is a key component of our iService Customer Interaction Solution, and it's an area where our new clients see an immediate benefit," said Scott Whitsitt, founder and CEO of One-to-One Service.com. "It's long been known that if you don't measure it, it's hard to improve. Providing key metrics and insight into how agents and customers interact is one of our key product strategies."

About One-to-One Service.com
One-to-One Service.com is a leading provider of online customer service and marketing software (iService) that is easy to implement and even easier to use. iService routes and manages customer inquiries, captures a complete history of every customer interaction, provides a powerful self-help web site, and includes integrated email marketing capabilities (iCentives®). iService is available as an on-demand or on-premise solution and can be easily integrated with your existing web site.

Formed in 1997, One-to-One Service.com is a veteran in the online service and marketing industry and powers the support needs of Fortune 50 companies as well as SMBs. Located in Champaign, Illinois, One-to-One Service.com can be reached at 217.398.MAIL (6245) or on the Web at http://www.1to1service.com.

iService, iCentives, the One-to-One Service.com logo, and the name One-to-One Service.com are registered trademarks of One-to-One Service.com, Inc.

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Scott Whitsitt

Joe Nuval