The customer self-help solution aims to increase customer satisfaction and reduce contact center interactions.
Posted Oct 14, 2002
Edocs Inc., a provider of customer self-service and e-billing solutions, will announce its latest customer self-service solution Tuesday, called eaCare. The customer self-help solution aims to increase customer satisfaction and reduce contact center interactions.
By adding a self-service dashboard and functionality for advanced account management, service configuration, order management and natural language search, eaCare enables customers to manage the majority of their inquiries online.
The product comes at a time when Gig Information Group estimates that customer service interactions are increasing by as much as 30 percent year-over-year.
"The way customers interact with companies is very inefficient," says Ted Morgan, vice president of marketing at edocs.
According to Morgan, the eaCare software enables customers to review customer history, order products, ask questions, initiate a trouble ticket. Citing the products capabilities, Morgan states edocs' telecom clients can set their Web sites up to enable consumers to check shop around for the best cell phone pricing plan based on their usage. Customers can use the software to configure three-way calling or change a cell phone's ring tone.
Additionally, customers can take advantage of eaCare's natural language query engine that has a built-in spell checker with a list of commonly misspelled words. Customers can also escalate to assisted care, such as email and chat.
The edocs solutions have been well received among customers, as indicated by the company's 17 consecutive quarters of revenue growth. "We're bucking the trend these days. We're continuing to grow," Morgan says.
Last month Deloitte & Touche recognized edocs as the 16th fastest-growing technology company in North America over the past five years, and is the fastest-growing private tech company in New England. Some its customers include AT&T Wireless, Sprint, British Telecom, American Express, GE Capital, and Fannie Mae.
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