ClickSoftware Announces ClickContact For Customer Interaction Management Capabilities

ClickSoftware Technologies Ltd., a company of mobile workforce management and service optimization solutions, launched ClickContact, a solution for customer interaction management, is an addition to the Company's ServiceOptimization Suite.

 

This will help improve communication with customers by appointment booking, through which the customers can opt for self-service appointment booking via the Internet.

 

After the appointment is booked, either online or by phone, ClickContact enables the service organization to send customers automatic notifications like confirmations, updates, etc.-via email, text or voice messaging-and to keep in touch with the customer regarding the expected time of arrival of the technician to the service location. With updates provided by ClickContact, service organizations can offer their customers smaller appointment windows, and are not required to wait for technician to arrive.

 

ClickContact also allows rescheduling or canceling appointments that are no longer scheduled for a convenient time.

 

"Offering self-service appointment booking with automatic follow-up capabilities is a highly effective way to manage the tension between keeping operating costs low and customer satisfaction high," said Hannan Carmeli, president and chief operating officer at ClickSoftware (News - Alert).

 

"In today's do-it-yourself culture, providing self-service capabilities is viewed as a value add by customers, while it enables the service organization to reduce its overhead costs. And we also give customers more visibility into the whole process. With ClickContact we give the service industry the real time monitoring that customers have long enjoyed in tracking the delivery of physical goods, such as Internet purchases and mail."

 

Real time data obtained from hand held and GPS devices are automatically integrated to provide information like, arrival time of the technician, his daily schedule, as well as last minute updates. This also helps bring down costs, and improve customer experience.

 

"There are many reasons why a customer would not be at the service location when the field technician arrives," adds Carmeli, "but they all result in the same thing-the need for a second visit. This repeat visit comes at a cost to the service organization, and these costs add up quickly. By facilitating better communication between the customer and the service organization before the time of service, customers are happier, more informed about the upcoming visit and more likely to be present at the service location. Costly customer no-shows, therefore, can be greatly reduced."

 

ClickContact also automatically sends customer satisfaction surveys after service to get performance feedback.