Solve your business problem

I need to reduce operational costs.

How do you reduce operational costs without sacrificing the quality and efficiency of your contact center?  It’s a huge question every customer service organization is facing these days, and the most successful organizations in this economy will be able to reduce their costs without experiencing a drop in customer satisfaction.
A popular method to automate the customer inquiry process and relieve pressure on your contact center is to offer self-service, also known as a customer-facing knowledge base.  Expensive customer phone calls can be deflected by offering an easy-to-use knowledge base on your Web site that can be accessed by customers, possibly saving your organization thousands of dollars every month.  

For example, many nGenera CIM customers have reported exceptional results using nGen Knowledgebase to deflect customer inquiries:

• eSignal’s phone inquiries have been reduced by nearly 50% since launching its nGen Knowledgebase implementation.  Customers’ questions are answered immediately using well-organized and intuitive search functionality. Read more about eSignal’s nGenera CIM implementation.

• Newegg.com was able to reduce the average handle time of each inquiry by 5%.  “This reduction can be attributed to the functionality of the solution and the transparency of the reporting features.  The nGenera CIM solution has saved Newegg thousands of dollars each month; it has more than paid for itself,” says Kerrigan Hodnett, Newegg Director of Customer Service and Web Management. Read more about Newegg’s nGenera CIM implementation.

• Sharp was able to reduce its call volume by 15% in the first month of implementation and is projecting a 50% reduction in call volume over the next twelve months—saving the company and its shareholders a large sum of money.  “I can confidently say that this software has already paid for itself.  The value for cost is undeniable,” says Craig Rittenhouse, VP of Marketing & Operations at Sharp.  Read more about Sharp’s nGenera CIM implementation.

• Australia’s Yarra Valley Water utility organization created a self-service initiative called “Instant Answers” using nGen Knowledgebase.  The implementation resulted in an 11.2% decrease in incoming customer phone calls.  Tony Campbell, Business Analyst at Yarra Valley Water, says, “Service a call to our contact center costs around $3.00, and with more than 7,000 customers choosing the self-service option of our Instant Answers portal, we can definitely see the financial benefit of the [nGenera CIM] solution.”  Read more about Yarra Valley Water’s nGenera CIM implementation.