In a perfect world, everything you sell customers would always work. In the real world, that doesn’t happen. Devices break. Service gets interrupted. Network connectivity goes down. Customers contact you to see what went wrong—and you need the right customer care solutions to help make things right.
From sign up to upgrade and beyond, take care of your customers every step of the way with CSG’s customer care solutions. Get a single view of customers across their entire history, regardless of the products they have or payment methods they’ve used. Agents can initiate an order, enter notes, create trouble tickets and view customer information. We’ve pre-configured business processes related to one of the most common customer questions—billing—so agents can quickly resolve any issues that come up. If customers want to resolve a problem themselves or manage their account, they can use our digital self-care apps, available on iOS and Android devices.
More than 120,000 customer service representatives deliver great customer service using CSG’s customer care solutions. We support every stage of customer care, from prospect management and sales to post-billing support, issue resolution, treatment and collections management. Our proprietary customer relationship management platforms are directly integrated with our billing systems, so you’ll avoid the technical risk (and expense) of keeping billing and CRM systems separate. Plus, our solutions are available on-premise or in the cloud, so you can find the deployment model that works for you.
Every interaction a customer has with your company counts. Agents can view every interaction and transaction with a customer through our web-based portals. They can also analyze customer order history, set up and perform collection and delinquency treatment tasks, and track and handle complaints. Plus, they can update a customer’s account status, order history and alerts associated with an account.
Give customers the information they want, when they want it. Customers can access and update account information across all applications and devices with our digital self-care apps. On the back-end, target relevant offers to customers with our campaign creation and loyalty management functionality. Upsell, cross-sell and identify customers at risk of churn in real time.
Avoid the technical headache of keeping billing solutions and CRMs separate—your agents will thank you. Because our customer care solutions and our billing solutions pull information from the same database, agents have the latest, most accurate billing and account information. And don’t stop with billing—manage customer preferences, order history, content rights and entitlements, and payment methods in one place, and let agents or customers update it in real time.
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