Outsourced Customer Support
Quality customer service is central to the success and profitability of licensing business models. Many companies find that in-house licensing expertise is scarce and available resources are frequently ill-equipped to cost-efficiently handle the broad scope and fluctuating volume of end-user inquiries.
While the self-service functionality of Poetic dramatically reduces the overall volume and cost of contact center inquiries, there will always be users and requests that require live agent response. We have a number of contact centers around the globe with trained licensing experts that operate as an extension of a client’s business to provide timely and informed response to the complete range of customer service needs. Our experts can advise clients and customers on everything from general licensing, activation, migration/transfers and pricing to recommendations for managing licensing during complicated corporate mergers.
Our agents log all inquiries and service data enabling us to track, analyze and report valuable information that clients can use to make program, service and system modifications as needed.
The result is greater customer satisfaction, better working relationships with channel partners and lower service costs.
