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Software can anticipate customer's questions and concerns.
San Diego, CA (PRWEB) February 13, 2013
MyReportInfo.com has installed cutting-edge predictive software to enhance their customer service efforts, company officials said.
“In the past it would often take several minutes for a customer service representative to be able to understand what the caller's problem was,” said company spokesman Josh Fraser. “That would end up being frustrating for both the customer and the CSR. This software reduces that problem.”
The software takes into account the time of the call, the source location of the call, and initial keywords spoken by the customer when they first start talking to the customer service professional. Fraser said. It then uses that information to figure out in advance why the customer is calling and displays helpful information on the customer service representative's screen.
“Rather than having to search for the information the customer needs, nine times out of 10 the system will have already figured it out and given it to the CSR,” Fraser said. “This helps out both the customer and the agent and improves the overall customer service process.”
Call times have been cut nearly in half, Fraser said, as has the time people have been kept on hold.
“It's a really great system,” Fraser said. “We've gotten nothing but great feedback on it from both our customers and our employees.”
The company plans to continue to monitor how the predictive software performs and find new ways to improve it, he said.
“We want this to be the best system used by any company anywhere,” Fraser said.
MyReportInfo.com is a leading customer service website that caters to public records consumers. Search millions of reports in North America and find superior customer support with the website's easy live chat feature.
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