BURLINGTON, Mass., Oct. 14 /PRNewswire/ -- ClickSoftware
Technologies Ltd. (Nasdaq: CKSW), the leading provider of automated
workforce management and optimization solutions for the services
industry, today announces tight integration between Facebook and
its ClickContact self-service customer portal – helping service
businesses deliver a high-value customer relationship online.
With this social media extension of ClickContact, customers can
book and change service appointments directly on a service
organization's Facebook page, receive reminders and notifications
on the expected arrival time of the service engineer to minimize
wait times – and reduce the chance that the service engineer will
not find the customer at home.
"The most successful service businesses tightly link the human
experience with the social web," said Simon
Morris, Vice President of Marketing at ClickSoftware. "Our
social media extension integrates the ultimate customer touch point
– the service call – with Facebook's 500 million active users,
triggering the word-of-mouth engine."
A key part of ClickSoftware's Service Optimization suite of
software, ClickContact allows a customer to book – and easily
reschedule – a service appointment for themselves, without the
intervention of any of the organization's customer support staff.
This self-service approach empowers customers to get what they need
faster, and dramatically reduces call center volume for compounding
cost savings to the service organization.
"Over the past year, we have used Facebook to educate and
service our customers, learn from them and collaborate with them on
community projects. We have significantly grown our Facebook
community and experienced its powerful business influence," said
Josh Houser, Vice President of
Service of APX Alarm, the ClickSoftware customer that helped drive
the ClickContact social media extension. "We are looking forward to
enriching our customer's Facebook experience with the appointment
booking and self-service portal. Extending service management to
our Facebook presence is a natural extension to the community we've
created."
"Facebook, Twitter and other social media tools are the channels
consumers actively use to broadcast their experiences - both
positive and negative - with service providers. With this
ClickContact extension into Facebook, service providers can
activate this powerful broadcast engine to communicate the positive
experiences they create through engineer appointments and
notifications," added Mr. Morris.
Facebook becomes yet another interaction channel for
ClickContact, which can also integrate two-way communication with
company web pages, automated voice calls, e-mail and SMS. Customer
may select their preferred channels of communication at any time,
even for the same service incident.
To see ClickContact in action on Facebook, watch a brief video
demo: http://bit.ly/a4Cr9I
About ClickSoftware
ClickSoftware is the leading provider of automated workforce
management and optimization solutions for every size of service
business. Our portfolio of solutions, available on demand and on
premise, create business value through higher levels of
productivity, customer satisfaction and operational efficiency. Our
patented concept of 'continuous planning and scheduling'
incorporates customer demand forecasting, long and short term
capacity planning, shift planning, real-time scheduling, mobility
and location-based services, as well as on-going communication with
the consumer on the expected arrival time of the service
resource.
As the pioneers of the 'W6' concept more than 20 years ago, we
have perfected solutions for solving a wide variety of problems on
Who does What, for Whom, with What, Where and When. The combination
of proven technology with educational services helps businesses
find the right balance between reducing costs, increasing customer
satisfaction, employee preferences and industry
regulations/legislation. ClickSoftware's solutions manage over
200,000 resources in service businesses across a variety of
industries and geographies. Our flexible deployment approach,
breadth and depth of solutions and strong partnerships with leading
CRM/ERP vendors and system integrators makes us the number one
choice to deliver superb business performance to any organization.
The company is headquartered in the
United States and Israel,
with offices across Europe, and
Asia Pacific. For more
information, please visit http://www.clicksoftware.com . Follow us
on Twitter.
|
|
ClickSoftware
Contact
Melissa Banaszak
ClickSoftware
melissa.banaszak@clicksoftware.com
(781) 272 5903 Ext:
2272
|
Media
Contact
Dan Carlson
Corporate Ink
dcarlson@corporateink.com
(617) 969-9192
|
|
|
|
|
|
SOURCE ClickSoftware Technologies Ltd.
Copyright . 14 PR Newswire