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EasyVista Self Help: Self-Service and Guided Knowledge for Agent Productivity

Self-Service and Guided Knowledge

Overview

EasyVista Self Help for the Salesforce Service Cloud complements Salesforce Knowledge by providing data-driven interactive scripts to improve the handling of complex customer service issues.

See How EasyVista Self Help: Self-Service and Guided Knowledge for Agent Productivity Works

Improve Productivity and KPIs for customer service organizations Improve the key metrics (FCR, AHT, QoS, CES, NPS) that drive customer satisfaction with detailed procedures to enable agents to address customer issues quickly and easily.
Simplify complex issues for Customer Service Agents with step-by-step procedures Provide Customer Service Agents with detailed instructions, leveraging contextual customer information, to help resolve issues and identify the next best action to take.
Reduce Customer Service Agent Onboarding and Training Time Accelerate agent training and onboarding by up to 50% with guided learning that provides agents with detailed procedures and information at their finger tips.

Additional benefits of integrating EasyVista Self Help with Salesforce Service Cloud include: • Reduce Average Handle Time (AHT) • Increase First Contact Resolution (FCR) by intelligently guiding Customer Service Agents • Improve Quality of Services (QoS) by providing consistent case handling procedures • Reduce Call Volume by 30% by leveraging a multichannel experience • Decrease Customer Effort Score (CES) through a multichannel platform • Accelerate agent onboarding and training time by up to 50% • Reduce turnover and improve skills development • Increase managers productivity and enable them to focus on more strategic initiatives • Provide Just-in Time Training to agents