On top of this, having an optimised service console for service agents built according to their needs can also improve efficiency figures. It will also deliver real time analytics and KPI’s to the support managers, even across multiple service teams. This can provide a consistent customer experience over every channel for your organisation. Omni channel can provide various entry points for customer requests, whether social media, web, email or even phone. Work can be automatically routed based on workloads and agents skills (for example language). Using omni channel routing features, tasks and customer queries can be assigned to your support team intelligently. Managing your support teams work assignments is no mean feat. An online knowledgebase backed up by a CRM platform will contribute greatly to tracking and resolving customer issues more efficiently and effectively. Taking into consideration a CRM platform, which incorporates an online knowledge sharing site, collecting FAQ’s in a way which is both accessible as well as searchable will not only enable your customers to help themselves, but also allows support agents to easily find solutions used by other agents when dealing with similar past queries. However, introducing a world class technology platform will take an organisations customer service to another level, by radically improving both efficiency and quality of service. In todays’ world, customer relationship management (CRM) takes more than just a solid technology, it requires knowledgeable staff and the right organisational culture. At the end of the day, not even the best products and services sell themselves.
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