4 Ways a CRM Solution Helps You Close Customer Service Cases Faster
Customer service – the term calls to mind rows and rows of headset-wearing agents working through hundreds and hundreds of queries and, yes, complaints. They’re an operations director’s bugbear – running customer service can be a massive expense.
Customers do need a way to get in touch and get help. However, inefficient, people-heavy contact centres are (thankfully) on their way out. In their place are arising lean, tech-powered, data-rich powerhouses – where queries and service requests are handled seamlessly, rapidly, and at a minimum of expense.
Frustration and repetition, meet reactivity and results
The average customer service representative receives the same queries and requests over and over on any given day. Many of these are incredibly simple to resolve. A problem with how to use a product or system, for example. A service call-in. Reporting a known bug in the system.
Though each query may be quick to resolve, getting of hundreds of them on a daily basis begins to drain an agent’s time massively – and jam up the waiting queue.
There’s also the customer’s perspective to consider. For many of us, the thought of dialling into a call centre often provokes dread. Too many experiences with agents who failed to understand our problem didn’t have the right info, or couldn’t resolve the issue have meant many of us now prefer to self-serve – if we can.
Customer Service 2.0
CRM solutions like Microsoft Dynamics 365 make great self-service options a reality. But they also make interactions with agents more efficient and effective.
When it comes to customer service, every company – and customer – wants accuracy, helpfulness and speed. Closing customer service cases faster not only means happier clients – when done intelligently, it means lower costs too: less time, fewer resources.
Here’s how a CRM solution helps companies close service cases faster:
- The data powerhouse effect
Gone are the days of customers needing to wait while agents search for the information they need – often only to find it’s not there. Good CRM solutions collate all the information your company has with its customers. That single datastore is a goldmine. With access to all the data they need, agents are enabled to provide rapid, relevant information.
With a visual interface tailored to an agent’s role, all the guidance, data and tools each agent needs are in one place. Even third-party information can be integrated.
More than this, CRM solutions allow agents to view all customer engagements – from chat to social to telephonic interactions. With every customer interaction recorded and centralised, case handover becomes seamless.
- Streamlining for success
Your customers want information – and they want it fast. They’re busy. Maybe they’re tired. With scripting and intelligent recommendations, agents can follow the best route to assist customers. So they can do it faster, too. More than that, by integrating personal customer data into every interaction, agents can provide service that’s not only more efficient but more meaningful. Customers become more than just cases.
More than that, CRM solutions allow for knowledge compounding. With access to information about how other agents solved similar cases – along with forms, manuals and FAQs – the service department just gets better and better. It learns from itself.
- Keeping an eye on the clock
With access to real-time insights into every case, SLA timers and entitlements, agents can make sure that service level agreements are always met.
Collaboration tools also help agents connect – both with each other and with subject matter experts. So the right answer is always at hand. If an agent’s initial answer isn’t on the mark, cases can be automatically escalated to a specialist able to solve the problem.
- Stellar self-service
This is where CRM solutions really come into their own. Today, many people would rather solve their issue alone than contact an agent. CRM solutions make self-service seamless. Moreover, they keep people costs down. By leveraging searchable databases and community support options, customers are equipped to solve their issues in the way that suits them.
Live chat is a key component of the self-service revolution. Bots are a great way to engage portal and web customers. Intelligent systems guide users to the solutions and information they need. The result: customers not only feel cared for, but they no longer need to get in touch with contact centres, keeping costs – and queues – down.
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