Talisma Business Edition
Talisma is a powerful customer e-mail and Web form manager that helps you stay focused on your electronic customer, and take full control of the electronic-or "e"-service process. It's designed to handle small or large volumes of electronic communications-even integrate phone messages-in a team-shared environment. Sophisticated features boost productivity as you manage the flow and follow-through of customer inquiries sent to busy aliases, such as info@company.com. Talisma is the key to great e-service.
English
Supported Technologies
Windows 95/98/ME,
Windows XP/2000/NT
Web-Based (Browser)
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Pricing
- Unspecified -
Additional Product Information
Talisma helps you stay focused on your e-customer.;Everyone likes to be remembered, and Talisma lets you easily maintain a detailed profile of every electronic customer (e-customer) and all of their interactions with your company. ;· Customer database lets you build a meaningful body of information about your customers, their practices, and their preferences. Collection can be both manual and automatic. You can use the information to do analysis, direct mailing programs, or give leads to your sales department.;· Customer priority is a feature that lets you identify customers with special considerations. Frequent buyers or service contract holders, for example, may be eligible for special offers or attention.;· Customer history gives you valuable information about your customer and a complete picture of the case you're working on. One click of the mouse shows you the customer's past contact with your company, as well as the nature of any previous complaints or requests. Use this information to personalize your response and let your customer know that he or she is important. ;· Management across multiple aliases makes it easy to track customer data across departments. ;Talisma gives you control of the e-service process. ;Sophisticated workload features boost productivity, so you respond to customers faster and with better service.;· The shared in-box lets everyone on a team see all incoming and outgoing mails for an alias, virtually eliminating duplication of effort. Knowing the customer cases and who's handling them makes it easier to proactively share expertise to increase both response time and satisfaction. ;· Automatic assignment by load balancing, round robin, or customer owner ensures optimum workflow.;· Manual assignment based on expertise or availability also enables faster response and resolution.;· Consult specialist lets you escalate a query, yet remain the familiar contact for your customer. ;Rigorous tracking and tagging options keep you up-to-date with your customers and their needs.;· Case audit trail always appears with a customer case, showing the complete summary of interactions (e-mail, Web forms, phone messages, consultations, follow-up, etc.) relating to it.;· Status-opened, escalated, closed, or resolved-and the Priority setting of each case in the system is always visible, so customers are never overlooked and special cases can be handled first. ;· Notifications keep you informed about any change in state, priority, or about new assignments.;· Categories classify mail and can be used to monitor trends on both sides of the transaction. What types of queries are most prevalent- Which products or customers require more staffing or time- You can use Web forms that allow customers to select from a list of suggested categories.;Fast analysis and monitoring features are invaluable as the role of e-service is defined in your company. ;· Reports can be quickly and easily generated showing everything from current snapshots of the system, to periodic status reports, and long-term trends on a variety of parameters. Easily export the data into Microsoft Excel or Word for even more advanced reporting.;· Web viewer allows department managers and executives to view data and create reports without getting involved in the actual process of answering customer queries. ;Integrating all types of electronic communications into case histories lets you give the most comprehensive and informed e-service to your customers.;· Importing pre-existing e-mail and address books from various mail clients provides continuity with past transactions. Talisma automatically threads and categorizes old mails. ;· Web form integration allows you to easily adapt Talisma to your existing business practices and maintain convenience and consistency for your customers.;· Phone support integration maintains critical coverage of the interaction between you and your customer, so you can make phone messages a permanent part of your customer history. You can also integrate notes from in-person meetings or messages that come through the regular mail.;· Exporting customer database is a powerful way to extend customer service by providing instant lists for notifying customers of new products or special offers, or merging with other databases. ;Talisma significantly increases your team's e-service productivity.;New-and familiar-productivity features speed the response process.;· Case and customer search are quick and powerful, so you have the customer history in seconds.;· Canned response lets you choose from several prepared statements to quickly answer frequently asked questions. You save time and your customers get proven solutions-fast.;· Rapid response lets you send a single-click, out-the-door reply without even typing. ;· Auto response can be set to send an immediate response acknowledging customer e-mail, such as "Thank you for contacting ABC Sales. One of our representatives will contact you shortly.";· Multi select and respond is the feature to use to simultaneously answer multiple queries of a similar nature. One click on the send button gives you several satisfied customers.;· Auto text, auto correct, and spelling checker work just as they do in your desktop applications to automate and speed routine tasks and ensure that mail sent to customers always looks professional.;Talisma is easy to install and use right out of the box.;Busy people need real solutions with little or no learning curve. ;· Easy install and set-up will have you up and running right away. ;· Integrated Help answers all of your how-to and customization questions.;· Intuitive User Interface lets you be productive from the start. Talisma has the familiar look and feel of software developed for Microsoft® Windows® operating systems.