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Food Should Taste Good Puts the Sweetness Back in the Customer Service Experience With i-Sight

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Food Should Taste Good

Case Study

Challenge

  • Needed an easy-to-use, adaptable system for managing customer feedback
  • The existing system was limited and difficult to use. Data had to be extracted and then mined before any reports could be generated
  • The existing system had no tracking and follow-up functions. Customer service staff had to flag messages for follow up and use hand-written notes as reminders
  • Wanted a solution that reflected the company’s customer-centric philosophy by allowing for efficient and effective follow up

Solution

  • Selected i-Sight Case Management Software for its flexibility and user-friendly interface
  • The auto-assignment feature routes customer communications to certain employees for immediate follow-up with tracking and reminders
  • With everything in one place, one person can handle more cases and use their time more effectively.
  • Effective reporting tools allow managers to generate customized reports with just a few clicks

Results

  • Each case is handled by one employee, allowing for more personal and efficient customer service
  • Increased efficiency means that employees spend more time interacting with consumers rather than chasing down paperwork
  • i-Sight’s advanced reporting has made it possible to identify trends for follow-up, sales leads and marketing ideas
  • Managers can customize their dashboards to see the reports they need to track the performance of their teams

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