How important are your customers to you? Any business leader worth their mettle knows that customers are the fuel that keeps your organization running, and making money. Just as it doesn't matter how expensive your motorbike is because cheap engine-oil will still damage your engine; disgruntled customers can bring your entire sales lifecycle to a halt.
This is why many organizations are choosing technology to create happier customers. Customer Support Management through Customer Service Management (CSM) solutions are helping companies bridge the gap between customer expectations and reality. Want to learn how? Read below.
1) Accurate Customer Data
How can you improve your customer experience, if you don’t know what to improve? You can’t. The more information you have about your customer, the better equipped you will be to serve their needs. Modern Customer Service Management software like ServiceNow CSM provides you with actionable insights like user preferences, purchase history, etc. This information not only helps you run more targeted campaigns, but also, be more successful with them.
2) Faster Problem Resolutions
CSM systems not only gather all the data, but also make it accessible to everyone, including your front-line employees, so make an impact where it is required the most. Using a common platform that is accessible even to your employees' mobile devices, you can promote faster problem resolutions. Faster resolution times equal happier customers.
3) Highlights Internal Shortcomings
Do you often find your customer-facing teams play the ‘blame-game’? Are your internal processes efficient enough? Is there enough collaboration between your teams? Are your IT systems up to the task? Are your Key Performance Indicators (KPIs) well researched and thorough? A well implemented CSM system in combination with other robust systems can give you complete visibility over your customer and service lifecycle. With better visibility, you can highlight your problem areas, and solve the recurring issues for a seamless customer experience.
4) Reduces Meaningless Tasks
Are your teams wasting time doing paperwork? The vast majority of customer-facing employees want to help solve customer issues. However, in the absence of features like ‘self-service’ from a CSM system, or automation, employees often find themselves wasting precious time doing form filling and data entry tasks.
5) Utilize Technology to Deliver Proactive Service
Efficient performance analytics, helps you to identify consumer trends and stay ahead of the competition. By gaining real-time visibility into your performance and issues, you can deliver proactive services. Strategically using other technologies like the Internet of Things (IoT), you can communicate better, save money, and improve your customer support. If you find managing your customers daunting, you can call us at ProV for help. We help companies like yours build a successful customer journey that ends in satisfied clients for everyone involved. Our managed services let you:
* Visually automate workflows.
* Track and resolve customer issues easily with self-service and knowledge base.
* Assign work orders based on skills, availability or location with an Intelligent Routing System.
* Gain real-time visibility into customer systems using targeted communications, and more.
To learn more about how ProV's Customer Service Management and Customer Relationship Management services can help, drop a comment below or contact us today.
