The Query Management System (a product of KingTech Limited) allows businesses to successfully manage complaints and queries in real time, improving customer retention and satisfaction and ultimately your bottom-line. QMS converts customer queries from different touchpoints such as email, phone, and social media onto a unified and seamless platform.
The QMS platform accepts, categorizes, and tracks customer queries from initiation to resolution using strong automation and AI capabilities in ticket allocation and prioritization, agent assistance, and real-time tracking and monitoring of resolution to give businesses the following benefits:
- Simplified Query Registration: Automation of the registration process reduces customer frustrations and agent slip-ups. Simplifying the process and responding quickly is essential for customer retention.
- Improved Customer Experience: Quick resolution of customer queries and prompt feedback makes for happy customers and leads to a winning customer experience strategy.
- Brand Loyalty: Effective query resolution helps turn displeased customers into happy ones, increasing their chances of being regular customers loyal to your brand.
- Identify Repeat Issues: QMS allows your business to identify patterns and repeated issues that require a change in strategy or major attention, and implement preventive measures to address the root cause.
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QMS Features in Summary
- Ticket Logging and Referencing
- Alerts/Escalation
- Corrective and Preventive Actions (CAPA)
- Interactive Tracking
- Support Ticket Management
- Email Management
- Reporting/Analytics
What QMS Can Do for Your Business
The QMS Platform allows your business to simplify your query management process to boost efficiency, provides a seamless view of all queries from all touchpoints in real time, and provides tracking and referencing of all queries for the benefit of both the customer and the front-facing agents. The platform can be customized to achieve the following:
- Categorization of Query Types and Ticket Allocation: Ensures accountability for progressing all queries. Queries can also be redirected or escalated to a team leader or other team members.
- Root Cause Analysis: Data-driven decision making that allows companies to learn from their queries, analyze the root cause, and implement process or product improvements to eliminate them.
- Ticketing and Tracking: Queries can be logged from different sources and assigned to the right team members. Tickets are created based on pre-set rules, sending notifications and reference numbers to customers, reminders to agents, and alerts for urgent tickets.
- Performance Indicators and Reporting: QMS provides real-time performance monitoring, monthly, annual, or ad-hoc reporting to give managers and executives an overview of business queries and resolution activity.
- Insights on Agent Performance: Data on how long it takes agents and the organization to resolve issues and whether KPIs are being met.
- Customer Satisfaction Data: Provides data on how satisfied clients are with the company’s support and customer service.
- Set Benchmarks: Data collected on QMS can be used to create benchmarks and track team performance, such as Customer Satisfaction (CSAT) score, Query resolution time, and Net Promoter Score (NPS).
About the Vendor
KingTech is a multi-faceted and leading technology company headquartered in Zimbabwe, offering cutting-edge fintech, technology, and digital transformation solutions to small, medium, and large corporates and government institutions across Africa. The business is led by a dynamic and experienced team with combined expertise in financial services, digital transformation, Geographic Information Systems (GIS), Architecture, Design, Application Development, Integration, Maintenance, and Support across various technologies.
KingTech provides bespoke and off-the-shelf innovative technological solutions and products supported by our team of experts and partners. We offer enterprise business solutions, flexible software, hardware, and networking solutions to address our customers' needs. Our solutions are tailored to make technology more relevant to our clients, aiding in the delivery of seamless, frictionless, and adaptable technologies.
Deployment Options
On-Premises Deployment
The solution is deployed on your servers, with no limit to the number of users. A one-time payment and an annual maintenance fee (SLA) are required. No recurring costs after deployment.
Software as a Service (SaaS)
Monthly user fees are levied on customers. The solution is deployed in the cloud, and clients access the solution remotely. No maintenance fees, and clients pay for services consumed based on the number of users.
Support & Maintenance
Our technical team is available to provide training and ongoing support as required.
Users
- Front Facing Agents
- Team Leaders
- Customer Experience Department
- Sales Teams
- Executives