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Talisma, Mimeo Announce CIM Deal
 TMCnet Contributing Editor
Talisma Corporation, a vendor of Customer Interaction Management products, has announced that Mimeo.com, an online, on-demand printing vendor, has selected the unified Talisma CIM Suite.
Prior to deploying Talisma, Mimeo's could not provide the type of customer experience it wanted. They wanted a product that could improve agent productivity and efficiency, and deflect inbound phone calls to other communication channels.
Peter Brau, Director of Customer Service for Mimeo, said the main reason they selected Talisma is because the product integrates with salesforce.com."
Mimeo is deploying the Talisma CIM suite which integrates Talisma Chat, Talisma Email, and Talisma Knowledgebase via salesforce.com's AppExchange. The CIM suite's case management capabilities will help Mimeo agents by providing single-click access to the Salesforce customer account and case information, automatically opening or retrieving cases, capturing disposition codes, and updating the customer record with relevant customer interactions.
The product also enables users to view a complete history of interactions across all communication channels so agents are presented with a 360 degree view of the customer.
Earlier this month Talisma announced that Australian financial services organizations are "missing vital opportunities to deliver outstanding customer service due to a lack of enabling technology."
Talisma assessed the customer service capabilities of Australia’s top 43 financial services firms in April 2007, finding that only 42 per cent of institutions answered e-mails within 24 hours, phone service was "much better than e-mail service" but lacked personalization, none of the firms surveyed offered online assistance or chat services, only five per cent of firms offered Web self-service, and "only one firm gave customer service reps access to a unified customer interaction history." None offered any type of on-line proactive assistance or collaboration to help customers complete complex forms or transactions.
“Financial services is Australia’s third largest sector, accounting for 7.5 per cent of GDP and growing quickly, with new entrants to the market each year, keeping it highly competitive,” said Paul Bunn, Managing Director of Talisma Australia.
While ninety-five per cent of the 43 companies surveyed offered an e-mail-based service, with a 42 per cent response rate within 24 hours, "-54 per cent of all emails were never answered," raising questions about "the impact of such a failing on customers."
And just how important is customer service in a part of the world not exactly noted for its strong tradition of customer service? Evidently increasingly so: The diminishing level of customer service has caused almost half of Middle East consumers to switch service providers within the past two years, according to results of a survey published by Visionary Embassy.
The online survey of more than 1,700 Middle East consumers was conducted with the purpose of identifying prevailing consumer satisfaction levels of customer service offered in varying industries including retailers, telecom and internet service providers, satellite TV companies, property developers, hotels, airlines, banks and financial institutions, according to VE officials.
David Sims is a contributing editor for TMC (News - Alert) Net. For more articles please visit David Sims' columnist page.
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