Case management software are applications that help businesses with managing all digital customer interactions on social media or other digital channels like contact forms and email.
How It Will Help You
The ideal case management solution is critical since it helps in auto-collecting and organizing all customer interactions in one place to allow convenient access and ensure comprehensive 360-degree customer view
Majority of these kinds of case management platforms are cloud-based to offer out-of-the-box solutions instantly from any location by enabling users to gain access to their accounts wherever they are and view their cases, sort them based on priority, and manage everything from one place. Besides, the users can categorize cases and send them to the relevant departments or people to resolve them. This is critical in ensuring quick resolution of issues and guaranteeing comprehensive responses to customer queries and concerns.
According to statistics by one group of consumers, customer service agents fail to give answers to their questions and concerns at least 50% of the time. This is grave for any business! However, finding the best case management platform will help to put everything on course and give a real boost to your business.
Features of the best case management software you need to consider
When choosing the best customer support software to help with managing online customer interactions, you need to consider many things other than simple case management. Though this is also an essential aspect to bear in mind, it should be regarded as among the least of the points to consider. Continue reading below to understand other critical things to consider when choosing the best cloud-based case management platform.
We have already said this is an important feature to consider. In this case, you should make sure the platform you choose offers the following
- Capable of automatically tracking and categorizing all customer interactions from all digital channels including social media
- Has the ability to identify and filter cases in order of priority
- Provide features for adding notes to all cases for easy communication within specific teams in the organization
- Provide customer fields where businesses can create unique labels like customer ID and purchases
The best case management software must have the ability to easily interface with external systems via flexible APIs to allow the creation of real-time, bi-directional communication between the platform and other relevant networks and applications.
In most cases, customers prefer using online knowledge-base (91% according to statistics), but only if, it is tailored to their specific needs. The truth is that demand for organizations to provide service portals for their customers is increasing. The self-service portals are quite helpful in answering all customer questions without the need to seek for help from an organization’s customer care representatives.
The best case management solution should provide a feature for advanced analytics to help with predictive intelligence analytics which is vital in the modern-day business environment. The comprehensive reports and analytics will give insights into what is actionably viable and turn the insight into actions more quickly. When seeking information about the best customer service platform, always find the one that offers a robust analytics engine to help you with visualizing your data and KPIs. This way, you will manage to anticipate needs and be able to make necessary adjustments.
Having a kind of platform that ensures its future-use is guaranteed is critical. As a business, the least of things to worry about should be using technology that is likely to become obsolete in the future. In regards to this, it is essential to make sure that the platform you choose takes care of such factors as regular upgrading of servers, functionality changes and the introduction of new features. In short, you should only settle for a system that is adaptable enough to allow for add-ons and future growth, and nothing less.
The ideal customer service platform should come in handy in enhancing productivity as a result of swift case resolution made possible through automation. Case categorization that will help in resolving and closing multiple cases at once as well as the system’s ability to bulk update will go a long way in boosting productivity within your organization.
Another critical point to put into consideration when choosing the right case management solution is determining if the software allows mobile support across multiple devices including tablets, iPads, and Smartphones. This support for mobile devices is necessary to enhance 24-hour customer support as well as promote convenient self-service for customers who are up and about.
Bpm’online is the best case management solution offering complete customer service
All the essential features discussed above are offered by bpm’online- an out-of-the-box, all in one support application that provides case management, contact center automation, service level management, and service catalog management, all aimed at achieving the best customer experience.
With bpm’online, you are assured of advanced case management tools, all stored in a single section of the software. These will help your organization’s agents to classify cases as service requests, incidents, or advisory requests. This way, bpm’online service comes in handy to help efficiently manage all the cases, allow for setting of case deadlines and monitoring them to ensure in-time resolution or completion. System notifications on important events are essential to ensure that customer service team delivers the best possible service to all customers.
We can’t forget to mention the extensive case management analytic tools. This helps in providing consolidated real-time analytics on case execution to come up with data-backed decisions to resolve the cases and achieve positive results quickly. Besides, the tools enable the support team to track the efficiency of case resolutions as well as identify possible challenges. With the system’s capability to automatically route cases to the most relevant groups based on team workload and case context, all customer queries and concerns will be quickly responded to and resolved.
Many benefits come from using bpm’online for customer support management. You may contact this leading digital transformation platform today to schedule a free trial and see how it works in transforming your customer service and business as a whole. Above all, you need to take advantage of the unique synergy of Business Process Management and Case Management to gain agility in streamlining various business operations within your organization.