Many companies struggle with streamlining their customer service because they can’t keep an overview of incoming customer inquiries. However, with the right tool it doesn’t have to be that way.
Service Challenge #1: Customers leaving due to bad service
When customer inquiries come at you, from all sides, and you dont’ have one central place to gather and handle them, it’s easily done to forget them. You will end up with unhappy and annoyed customers. Not to speak of unhappy support staff.
Make sure your organisation registers all incoming requests in the service solution. When all requests are registered, the service solution will make sure no requests will be forgotten. Service agents will be reminded and management can also be notified if a request has not been handled according to your policies, and perhaps you need to assist your team.
Tip: The standard report on new request coming in, will give you an easy overview on the amount of requests that are registered and completed. You should be able to see a rising satisfaction trend, when your service agents start handling the requests from Service.
Service Challenge #2: Solving requests takes too long
Customers of today, expect instant replies and don’t have the patience any more to wait long for their inquiries and questions to be solved or answered. To keep your customers happy, you have to bring your resolve time to a minimum with the right quality.
By setting up your Service system so that requests are automatically assigned to service agents with the right expertise, your requests will be solved in less time. It’s also important that the service agents know how to use and create valuable reply templates and FAQ’s to save time when answering customers.
Tip: A great tool to see the average time it takes to close a request, is our standard report on time used on requests. You should see a trend where the time it takes to close a request is decreasing.
Service Challenge #3: Lack of self-service
The Customer Center is a web portal for your customers, where they can see all their open inquiries 24/7. A FAQ (frequently asked questions) database is made available, where customer can find help to solve most commonly asked questions, round the clock.
Tip: Have your administrator together with your service team, create FAQ’s for your most common inquiries and make them availible in the Customer Center. When you first start with SuperOffice Service the FAQ database will be empty. A short brainstorming meeting will help you create answers to the top 10 questions or issues.
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