Search And Interaction Software That Improves Web Site Usability And Call Center Productivity
iPhrase makes relevant information easy to find and use, helping companies automate their sales, service and support operations. More than 170 companies, including Charles Schwab, Gateway Computer, Intuit, National Semiconductor, Neiman Marcus, Wells Fargo, RadioShack and Royal Caribbean, use OneStep search and interaction solutions to reduce costs, increase revenue and improve customer satisfaction.
iPhrase OneStep Delivers Value To Customers
Every customer interaction is an opportunity to make a sale, resolve a problem, offer guidance and gain customer insight. iPhrase patented technology delivers relevant information across a wide variety of touch points, enabling companies to leverage their existing Web and CRM investments. Much more than a simple search engine, OneStep is a complete solution providing intuitive Web-based reporting and administrative tools that allow businesses to continually improve their Web site usability and call center productivity. The result? Increased sales, reduced service costs and greater customer satisfaction. Companies use iPhrase to optimize individual departments as well as address specific needs across the enterprise.
iPhrase Provides Targeted Solutions That Facilitate Web Self-Service, Online Commerce, Case Deflection, Email Automation And Agent Self-Service
Web Self-Service
Companies invest millions in their Web sites to strengthen online sales, service and support. Unfortunately, 85 percent of users will abandon a site if they cannot find what they are looking for within three clicks. OneStep Self-Service has helped companies like Charles Schwab and National Semiconductor dramatically boost their customer satisfaction and online resolution rates.
Online Commerce
Companies have invested in applications like ATG, Blue Martini and IBM Websphere to facilitate online commerce. Many opportunities are wasted because of difficulty users have finding relevant products and sales resources. OneStep Commercehas helped companies like Neiman Marcus and Restoration Hardware double their online conversion rates.
Case Deflection
Ninety percent of customers escalate to an alternative customer service channel if they do not receive a response to an online service request within 24 hours. OneStep Case Deflection enables companies like Dell and Cloudmark to deflect up to 40 percent of agent-based support requests by automatically delivering relevant information to customers in real time.
Email Automation
An unpleasant email support experience can damage customer relationships. In fact, 57 percent of users indicate that a poor online service experience will negatively affect future offline purchases. OneStep Email Automation has helped organizations like Royal Bank of Canada, Nintendo and the FCC improve email agent productivity by nearly 200 percent.
Agent Self-Service
Studies indicate that up to 80 percent of costs associated with case management relate to the time it takes to research an inquiry. OneStep Agent KM provides agents a unified interface to multiple data sources enabling users to easily find information they need to solve a problem. Companies like Gateway have saved more than $400,000 per month in support costs.
