ClickSoftware Technologies, a provider of mobile workforce management services, has launched ClickContact, a new system for customer interaction management and the newest addition to its ServiceOptimization suite.
According to the company, ClickContact offers a number of features to help service organizations improve customer service by facilitating better communication with customers. Starting with appointment booking, the system enables service organizations to offer customers the option of self-service appointment booking via the internet, which allows customers to choose the medium by which they interact with the service organization.
Once an appointment is booked, either online or by phone, ClickContact enables the service organization to send customers automatic notifications – including confirmations, updates, etc via e-mail, text or voice messaging – and to proactively keep in touch with the customer regarding the expected time of arrival of the technician to the service location.
In addition to appointment booking, ClickContact is expected to enable customers to reschedule or cancel appointments that are no longer scheduled for a convenient time. These appointment management capabilities enable customers to change their appointments as many times as they need to without the hassle of having to wait on hold to speak with a service representative each time, the company said.
Hannan Carmeli, president and COO of ClickSoftware, said: Offering self-service appointment booking with automatic follow-up capabilities is a highly effective way to manage the tension between keeping operating costs low and customer satisfaction high.