Interact|crm is iTalk on steriods. It enables phone support representatives to provide the best and most efficient customer support possible, by actively assisting in the support conversation and providing the correct answer to a customer query and/or conversation thread, while concurrently contributing to and drawing from the comprehensive information store of your organization or business.
The management of a typical support team, supporting a complex set of products and services, is a difficult task, to say the least. Not only is the composition of your team constantly evolving, but, given the current pace of technology growth, the products and services it is supporting are constantly evolving as well. How, then, do top-tier support representatives become knowledgeable about changes to your products and services (including new information about problems and solutions)? How is this information quickly transferred to other support team members? How do new members of the team efficiently achieve a level of expertise that allows them to effectively contribute to the support effort? How can you ensure that correct, complete, and up-to-date information is provided to your customers?
The solution involves an important - but difficult - challenge: the rapid and efficient transmission of knowledge. Interact|crm enables organizations to achieve the highest levels of information ubiquitisness by providing a tool that (1) dynamically assists reps during support conversations, by suggesting dialogue that is driven by the global information store, and (2) simultaneously encourages and supports the flow of information from technical engineers and knowledgeable representatives to less knowledgeable representatives, dramatically improving the quality of your customer's support experience and the speed at which support representatives gain appropriate skill levels.