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OPEN POSITIONS
We are looking for new collegues with Hungarian knowledge: Business intelligence analyzer/advisor Java developer Further info...
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 Yepna is a business application based on real-time chat communication, supporting sales and customer service processes of the company. Yepna – supplementing the existing communication channels of the company towards the customer – enables direct, live connection between the customer and the operator.
The Yepna business solution enhances not only the availability of customer service and the communication between customer and operator, but also provides a better supply of information for the operators. By integrating Yepna with other business applications, information required for an effective customer service can be displayed on the operators’ interface. Since all relevant customer information appears in the same application, the operator won’t need to switch between different application windows, and won’t be bothered with searching for data.
The Yepna support module helps the work of customer service agents. By linking Yepna with the company’s background-systems, operators can display all the required information - such as customer history or product features etc. - in the chat window.
The Yepna sales module aims to increase sales by targeted ads and offers sent to the visitors of the website. The advertising and offer engine warns the operator about sales opportunities, by linking customer data with campaign and offer details.
Besides supporting an effective communication between customer and operator, Yepna enables performance monitoring that meets corporate standards. Yepna monitoring supplies customer service managers with information about the performance of chat channels and operators. With the built-in report functions you can follow the operators’ actual capacity, the number of parallel chats, the average response times and the proportion of support per application type (chats from portals, internal chatting). Yepna optimizes the use of resources by automated task allocation and by continuous monitoring of the operators availability.
Main Functions of Yepna
- Chat-based customer service
- Sales-support functions (Campaigns, offers, cross-sales)
- Handling of support and ticketing processes
- Passive and/or pro-active reaching of customers
- Multi-level customer identification
- Handling multiple chats simultaneously
- Wide-range support of web services (corporate portal, webshop)
- Complex integration with existing business systems (CRM, campaign system, knowledgebase)
- Event logging – registering all customer activities on the website
Main Advantages of Yepna
- Yepna, with its high integration capability, allows operators to access and handle data stored by other business applications.
- With Yepna your existing and future web-shopper customers get real-time information about your products and services. You can give instant, pro-active, targeted offers to visitors browsing the company’s websites.
- With Yepna you can support the decision-making phase. During the critical purchasing stage the operator can intervene with retention offers, add-on sales and so on.
- Yepna allows your operators to handle multiple customers simultaneously, and connect them to specialized operators according to their competences, thus increasing the efficiency of their work.
Further Technical Opportunities
- Monitoring the performance of the operators and the customer service
- Evaluation on three different levels: customer, operator and manager
- SLA settings for performance and quality
- Customized look&feel
- Ability to authorize user profiles
- Possibility of sending and filling out forms
- Support for remote work
- Web 2.0 technology
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Nextent Informatics Co. Floor 4, Bldg G, Váci street 45, 1134 Budapest, Hungary (c) Nextent Informatics Co. | designed by: RRD STÚDIÓ
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