NewgenONE Platform for
Customer Service Request Management
Respond to customer service requests with speed and agility using low code digital automation platform.
Quickly configure and modify customer service request processes to ensure high levels of customer engagement. Streamline case resolution by leveraging our digital automation platform for an omnichannel customer interaction, quick turnaround time, and unparalleled management of exceptions and escalations.
Features of Newgen Customer Service Request Management
Customer Case Management
End-to-end management of all customer queries, requests, and complaints—from initial interaction to case resolution
Insight into work steps, turnaround times, and approvals
Omnichannel Customer Engagement
Customer interaction capture through chat, email, SMS, and computer telephony integration
Agent collaboration and call scripting to improve resolution rate and reduce call handling time
AI-driven Social Listening
Tracking and listening to customer views on key social channels
Separation of customer noise from customer voice to accurately view and address concerns
Customer Request Self-service
Integration with customer self-service portal
Request raising, status check, and assistance and search capabilities for customers
Customer Feedback and Surveys
Capture of customer feedback and subsequent report generation
Creation and administration of basic surveys
Knowledge Repository Management
Continuously evolving knowledge repository to enable customer service agents in tackling queries
Original articles and content, created by subject-matter experts and approved for use, to constantly update the repository
