Customer Inquiries and Complaints
Deliver faster, more effective resolutions to customer issues
Overview
Key benefits
Impact business and achieve better results.
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Increase customer satisfaction
Create consistent customer experiences throughout the sales cycle to respond quickly to customer needs and build strong relationships.
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Increase revenue and customer loyalty
Leverage customer information more effectively during interactions to drive better offer relevance and service personalization.
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Encourage referrals
Create satisfied customers who are more likely to recommend the business to others.
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Increase efficiency
Improve agent efficiency through better information and training, reducing costs and call times.
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Grow customer lifetime value
Retain customers and encourage repeated transactions with a superior experience.
Business impacts
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Full customer visibility
With multiple touchpoints across the organization, often there is no unified customer view. Critical information to shape customer experiences is often lost, leading to missed opportunities and poor experiences. Unify information across departments.
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Raise your Net Promoter Scores
The customer service department is often measured by its Net Promoter® Score (NPS®). To keep scores at 9 or above, means getting feedback, analyzing and applying it to create better experiences. Consistently rank high in service quality.
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Routine action automation
Customer service is inundated with routine inquiries that do not require a customer-specific response. The volume increases hold times and takes time away from resolving complex customer issues. Automate routine inquiries with AI and chatbots.
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Proactively search social media
Many people post their company feedback online and expect companies to pay attention. Manually scraping social media feeds is time consuming, error prone and strains tight resources. Scan social media to better understand the Voice of the Customer.
Leaders trust OpenText
See how customers are succeeding with Customer Inquiries and Complaints solutions from OpenText.
See more success stories
Explore the components of the solution
Products
OpenText offers a choice of products to manage customer inquiries and complaints in contact centers.
- OpenText™ QfinitiTransform contact center back-offices and agent performance
- OpenText™ ExploreUncover customer insights with speech and multichannel analytics
Professional Services
OpenText Consulting Services combines end-to-end solution implementation with comprehensive technology services to help improve systems.
- Accelerate the Information Management journeyConsulting Services
- Comprehensive Information Management services and resourcesExplore Professional Services
- Reduce time to value with rapid implementationFasTrak Packaged Services
Training
OpenText Learning Services offers comprehensive enablement and learning programs to accelerate knowledge and skills.
- OpenText™ QfinitiLearning Services
