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SERVICES
Self Help Initiatives
netlink offers automated e-mail response, Interactive Voice Response (IVR), and fax-on-demand as cost-efficient alternatives to handling your customer requests without the assistance of a Customer Interaction Specialist (CIS).
Automated e-Mail Response
Our e-mail management software can automatically respond to customer e-mails without a service representative intervention. Utilizing “fuzzy” logic, the system will locate predetermined keywords and send an automated response that will usually address your customer's concern.
Interactive Voice Response (IVR)
Our Interactive Voice Response (IVR) unit allows your customers to access data by speaking or pressing the appropriate digits on their push button telephone. Expandable to thousands of ports, this automated option allows netlink to handle thousands of simultaneous transactions. Complete integration of our Automatic Call Distribution (ACD) system allows seamless information transfer to a Customer Interaction Specialist (CIS) with the appropriate skills.
e-Fax-on-Demand
Our third self-help alternative is fax-on-demand for customers that need instructions, receipts, or any other documentation. Customers are routed through the appropriate menu and input their 10-digit facsimile number for an immediate transaction. This can be a valuable alternative or backup to documents available on websites.
Customer Interaction Specialists
The need to address first-time site visitors and/or existing clients with “live” services is today’s most pressing issue. It is widely agreed that organizations distinguishing themselves in terms of customer care will be successful in the new Internet economy. With over ten years in the customer contact industry, netlink is uniquely positioned to establish, maintain, and grow our client's customer base.
Custom e-Mail Response
netlink offers Custom Response Solution (CRS) services as an alternative to automated e-mail response, or for those inquirers whose questions were not answered to the fullest extent. Our system automatically routes inbound customer e-mail inquiries to the most appropriate CIS. The system then suggests appropriate answers to facilitate a fast and accurate response from the CIS.
Click2BCalled™
Website customers or prospects are able to enter their 10-digit telephone number on our website and immediately receive a phone call from one of our skilled CISs. Our CIS can utilize our page-pushing service to direct your customers’ screens and interactively respond to their questions.
Click2View™ and Click2Speak™
(Live Video Interaction and Voice-over Internet Protocol)
On the leading edge of customer interaction services, netlink now offers Video and Voice-over IP. This technology assures that we stay ahead of market demands, as multimedia capabilities of the Internet expand. Your site visitors can be one click away from seeing and speaking with a live CIS.
Click2Chat™
(Instant Messaging)
By clicking on a customer service or help icon, your website visitors can get immediate, live assistance by engaging one of our live CIS. Our CISs are custom trained specifically for your application. CISs have expertise in a variety of applications, including customer care, technical support, help desk, order processing, and sales.
Page Pushing
To enhance your customer’s experience, our CISs have the ability to “push” pages of information. For example, if a site visitor is looking for a particular product or service, our CIS can instantaneously take over the visitor's browser and direct it to the appropriate URL.
Transaction Processing
We utilize secure transaction software to authorize and process all major credit card information. Funds can be authorized, processed, and downloaded directly to your accounts. Your customers can access customer service either online, by e-mail, or with a toll-free number. Additionally, we provide online drafts, local exchange carrier, and multi-pay/subscription administration.
Customer Intelligence
netlink can help you make the most of your customers or website visitors by creating and mining profiles. Our database managers examine customer and program characteristics to help you fine-tune your approach and maximize lifetime value from each and every customer. Our techniques are proprietary, but the analysis often includes examining advertising sources, demographic profiles, buying propensity, sales cycle profiles, and profitability.
Direct Marketing Initiatives
By capturing and analyzing customer/visitor interaction data, netlink can help you customize a targeted approach to each customer’s site.
Outgoing e-Mail
Immediately upon completion of a customer interaction campaign, we can help you initiate an outgoing e-mail campaign. Using our proprietary software, website visitors will receive a customized HTML e-newsletter that will feature product information, company updates, and specific customer-centric articles tailored to their profile. As the customer clicks for further information on the linked articles, that information is then relayed back to our servers for further analysis and refinement of the sales approach. The following is an example outline of the steps associated with the different types of website visitors. We work closely with the client to establish specific timeframes and guidelines for each step.
Telephone
Davox’s predictive dialing package enables us to produce both real-time and historical reports available on demand, via the Internet.
Broadcast Faxing
General broadcast e-mail and faxing is available upon request.
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