The future of customer service is to prioritizing the customers experiences on feedback received from them and increasing the brand image of the company. Through this process it will not only bring more customers online, but also customer support teams are becoming more active, aggressive to provide better support to them with the help of Help Desk Software.
Customer support teams may be placed anywhere working remotely, but they’re close to the customers, as they are well connected online over an online customer management system. Customer support team and support managers all are on one platform, focussing on providing the swift support either online or offline through the field support technician teammates. In today’s scenario, support providing softwares is well connected to the cloud telephony solution, website integration, email integration for having better productivity in providing support to the customers and aiming to retain the customers loyalty.
At present the majority of the companies are focusing more on having better customer experience. By adopting the customer experience as a priority, there will be a better loyal customer base, word of mouth increase and business growth.
Placing the customer ahead as a priority than anything else
We often see that companies are dealing with the multiple activities from the production, till the finished product reaches a targeted market. Dealing with multiple platforms production, sales, service and trying to streamline sales force and service team. Every scenario is examined, customers are always a priority.
To have productivity in the sales and service teams, CRM along with the customer support software is a necessity and helps the team to work collaboratively and be on one platform so that real time data is fetched into the software.
An online customer management system is better used with an all in one solution for better customer centricity. To be customer centric, focus exclusively on what customers require and what is the solution provided with the help of appropriate resources in delivering economically feasible solutions to the customers.
Customers’ needs always bring changes constantly and the company’s customer experiences increase by providing good customer service as it is needed by the customers.
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The Future of Customer Service
Shift Management for the customer support agents: Customer support team are configured into the online customer management system, which helps to boost their morale by pre-determining in shifts they have to be working, eliminating the workload and helping to improve their productivity and easy for the customers to reach out in time to resolve their issues.
Self-service taking over website FAQ: Customers have their support on manageable issues faced by them, through the available FAQ or chat options on the company’s website, without waiting over a phone call queue. Customer support teams are able to respond to customers. to their most asked frequent questions and resolve the issues with their past expertise. This helps the customers save their time and companies are simultaneously benefited, by not over loading the support team and allowing them to concentrate on other priority issues resolving.
Automating the system: Today companies require the necessary tools to be integrated and automate the customer service interactions simplified from receiving inquiries to the issue resolving communications. An online complaint system is integrable with the cloud telephony solution, email, chat, website. The support software helps the customer support team to manage complex issues with the SLA matrices. Without the human intervention complaints are getting registered. Assigning the complaint task to the support team possible. Automation systems and support executives interactions are stored into the customer service support software. Customer service operation is automated for cost-savings, to get more customer experiences and provide faster resolutions.
Auto ticket allocation: Bringing the departments on one platform with the implementation of an online customer management system, so that tickets are allocated to the customer service agents, who are providing support to the customers. Their interactions are reviewed by the senior support heads and with the help of SLA matrices, auto allocation of the unresolved tickets can be handled by senior support experts. Moreover the complaint tickets once registered can be allocated to the support team who have been working remotely and handle the customer from their remote locations. Allotting tickets to the team member based on expertise of handling the issue registered and location based. This workflow and distribution of the complaints is simplified in the SalesBabu support software. On registering the complaint customer support teams are notified by the registered complaints to be handled.
SLA triggering: Customers on registering the complaints, it’s allotted to the customer support team to handle and resolve the issue. As soon as a ticket is generated, the customer is notified over an email on issue handling procedure. While the complaint is still unresolved by the support executive, as per the SLA matrices, it is triggered to the senior expert, who will be handling the support issue. The SLA matrices set ensures that an agent replies to a ticket within a given time and closes the ticket with a resolution. These issues which are still pending or unresolved can be reviewed over a graphical dashboard and related MIS reports.
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Data driven: An online customer complaint system is a cloud solution and the data is centralized stored. Being the digital transformation in the companies and preparing for the future, the data can be used smartly and optimizing the customer support process smoothly. No need of storing the data in different folders, as long as the company uses an online customer management system, data is stored in a centralized server. Online complaint system contains valuable and sensitive customer information and safety, security of the data measures are taken care of by the company. Data as and when required, which can be accessed anytime and from anywhere, with the help of internet connection having better end-to-end experience. This ensures to remain more automated and have an end goal of providing better customer service.
Customer Experience and Engagement: The importance of customer experience is very much necessary in the business, the customer feedback provides the quality of the products, service and interactions done during the complete sales process. It is the engagement of a sales person, service technicians and customer support team, who have been interacting with the customers for having a long-term healthy relationship and focusing to retain them as loyal customers.
Ecosystem solution: To embrace an ecosystem help desk software, to have end-to-end experience, driven ad-hoc by customer requirement to resolve the issue, company customer support team needs to be always available to support . The aim is to provide good, customer support either online or offline by providing onsite support. Customer Support Software is an online solution hence, data storing is centralized and eliminating the paperwork related to the support. All the service reports, maintenance, replacement of spares, all been recorded into the customer service support software. It benefits the companies and it allows any organization to build an ecosystem customer support system model.
Outcomes: Customer support service provider companies focus on having effective operations, cost reducing, result oriented online customer complaint system to streamline customer support team and retaining the loyal customer base. The outcomes of implementing the online complaint system, support head they measure the productivity of the support executives on handling the support calls, how successful in handling the most critical situations and providing appropriate solutions to the customers.
Remote Work will become Normal: The future of customer service will not only push customers online, but it will also move service reps there, too. Rather than being constricted to call centers, service reps can have more tools to work remotely. They will field customer inquiries from the comfort of their homes, instead of having to work in an office setting.
And, foremost service channels will already be used outside offices and call centers. Email, live chat, and social media will even be operated from a smartphone and most business phone services offer cloud-based solutions which allow you to work from home. As businesses see the potential savings of reducing office space, it will become much more common for service reps to work remotely.
Customer Service Training will be Personalized: Customer service training has conventionally been one-size-fits-all. Although sentiment analysis tools will make it easier to identify the strengths and weaknesses of each rep, training will become more tailored to the employee’s needs. Reps who need still more time learning the product will be able to master its features, while employees who are much technically savvy will receive training that builds their soft communication skills.
To personalize your training, you will need to survey your team before, during, and after each and every exercise. Measure their performance and ask for feedback. This may not only build trust with all your new reps but will also create an onboarding process that’s unique to each agent.
The best part of the SalesBabu Help Desk Software is that the future of customer support will be in and around the customers’ needs and providing good support as expected by them.
With the help of an online customer complaint system in a company, it is to gain a better relationship with the brand and customers. Providing in time support, resolving the issues, getting the customer references from loyal customers, which builds a good brand name of the company and increases the sales revenue.
Core of implementing the customer service support software is for having a great customer experience and delivering excellent customer support, which is every company’s top business priority. Customers to be satisfied, becoming loyal for a longer time, become brand advocates for better revenue growth.