Epicor:
Epicor Software (NASDAQ: EPIC) is a global leader delivering business software solutions to the manufacturing, distribution, service, retail, and hospitality industries. With 20,000 customers in more than 150 countries, Epicor provides a single point of accountability that drives increased profitability, whether you’re operating on a local, regional or global scale.
Challenge:
Epicor customers rely on the company for all types of technical support. The company prides itself on being responsive to customer needs, and realized that they needed an economical enhancement to expand ways for customers to reach a support person.
Solution:
Velaro’s live chat platform immediately improved the technical support Epicor delivered by providing customers with a quick and easy way to communicate with the support team. Customers have responded positively to the use of live chat to get their questions answered. Post-chat surveys contained within the Velaro platform have also revealed a measurable increase in customer satisfaction.
As a significant bonus, Velaro includes comprehensive tracking and reporting of all issues that are handled via live chat. By categorizing issues into product, date and organization, it has provided insight into the issues that occur and how they are being handled. This is a huge benefit to the management team in ensuring that the support team is delivering the highest level of customer support.