Knowledge is Key

The TELUS Frontline solution is built around a multi-patented, self-learning dynamic knowledge base that continuously self learns from each interaction, improving future interactions by anticipating and proactively addressing customer needs.  This one common knowledge base is seamlessly integrated across Service, Marketing, Feedback and Analytics functions, and is shared and accessible to both customers and frontline employees. 

TELUS Frontline Knowledge’s patented self-learning knowledge base minimizes live, costly agent involvement and phone interactions, averting them to less expensive, but just as useful options such as web self-service, auto-response, or voice self-service.  With an integrated, intelligent knowledge base, customers and agents have access to real-time information instantly making it easy for your customers to do business with you

Leverage customer intelligence across your organization

There are many different areas within your organization that touch the customer directly.  Whether it is service, sales or marketing, each function will have unique insights into the customer experience.  It is critical to extract that information, analyze it and collate the knowledge to ensure consistency within the customer experience.  TELUS Frontline Analytics simplifies the process of capturing, synthesizing, distributing and managing customer intelligence across your organization for comprehensive visibility into the overall customer experience.

• Service analytics targets the post sales experience to identify issues and enable more effective resource allocation within customer-preferred channels
• Sales analytics enables real-time visibility into your pipeline to forecast revenue and improve sales performance by using trending tools that highlight the most effective sales tactics
• Marketing analytics provides insight into campaign effectiveness so you can better target audiences, offers and timing for improved ROI
• Feedback analytics enables you to consolidate, analyze and distribute customer feedback across your organization

Optimize service for every interaction

Delivering a quality service experience means having consistent customer insight across channels, with ongoing updates as interaction evolves.  TELUS Frontline Service enables you to improve the operational efficiency of your contact centre to optimize the customer experience.  You can facilitate self-service, empower agents with a single view of the customer and accelerate responses to ensure that customers receive the level of service they demand.

• Leverage 24/7 self-service to empower customers with essential information for quick issue resolution
• Redirect repetitive inquiries to self service channels so that agents can focus on high value customer interactions
• Empower agents with a single view of the customer across all contact channels including phone, email, Web and chat
• Streamline email responses by leveraging the self learning knowledge database that can produce quick, clear and accurate answers

Key Features and Benefits

How quickly and efficiently you resolve customer issues relies on your ability to provide both customers and agents with critical information, either for self-service or assisted help.  TELUS Frontline Service leverages a powerful self-learning knowledge base that gives agents and customers access to critical customer and company data.  Dynamic in nature, the knowledge base updates information after every interaction so that it can guide future interactions proactively based on the evolving service needs of customers.

• Capture customer-initiated incidents across every channel and provide targeted responses to satisfy service needs

Build strategies based on customer input

The most strategic way to improve the customer experience is to gain direct customer feedback from all interaction channels.  Creating opportunities for customers to comment on their experience at every frontline touch point gives you the insight to craft and execute true customer-focused strategies.  TELUS Frontline Feedback enables you to use customer input as the key driver behind your customer experience initiatives.

• Capture and integrate customer feedback at any point of the customer experience
• Develop and execute strategies based on needs and requirements that customers deem most important
• Improve customer relationships by consistently stressing the importance of their input in your strategic decision making

Key Features and Benefits

You can capture input from customers in a variety of ways including email, phone or the Web.  With the flexibility built into the solution, you can choose how to elicit that feedback – target a specific group, poll random “nth” customers or request immediate input.  With simple survey design, business users can create surveys quickly and easily, integrating a variety of responses and question branching. 

• Create new survey audience segments or reuse existing lists
• Integrate opt in/out preferences
• Leverage timing and frequency analysis to ensure effective feedback scheduling
• Analyze feedback through graphical reporting and dashboard functionality to drive effective action and track satisfaction and loyalty

Automate campaigns for improved ROI

To acquire and retain customers effectively, it is critical to deliver the right messages, through the right channel, at the right time.  But without tracking your campaign progress, it can be difficult to achieve the ROI you desire.  TELUS Frontline Marketing enables you to automate the planning, delivery and tracking of your campaigns.  With more control over segmentation, timing and analysis, you can maximize your marketing budget by better targeting campaigns and altering future initiatives based on historical performance.

• Automate the planning, delivery and tracking of multi-channel, multi-stage marketing campaigns
• Gain more control over what you want customers to do and see at every stage of your campaign
• Track every aspect of campaign performance and automate lead routing to the appropriate sales representative

Key Features and Benefits

Regardless of the channel you choose for your campaign, how you leverage your databases and lists is paramount.  With TELUS Frontline Marketing, you can segment your audiences by a variety of attributes including demographics, purchase histories and time since last mailing.  Once a campaign is in progress or complete, you can provide internal stakeholders with customizable analytics and dashboards to improve insight into campaign effectiveness.

• Create targeted, personalized email marketing campaigns for lead generation
• Increase conversion rates
• Improve the relevance and accuracy of your marketing messages
• Integrate feedback from all channels to drive accelerated opportunity qualification and engagement