The kind of support you offer plays a vital role in building your reputation, retaining your customers and optimizing cross-selling and up-selling opportunities. This is why, resolving service requests as quickly as possible is one of the major concerns for any business. However, without a proper system in place, service requests often get buried in inboxes and the response time increases significantly. Here, you need a full cycle customer service software aimed at streamlining all your service requests. It lets your customer service executives quickly pull-up both the interaction and purchase history for every customer as well as offers a convenient way to your customers for tracking the progress.
Address service requests faster with customer service CRM
Streamline omnichannel customer communication
You receive a number of service requests every day via a number of channels such as e-mail, live chat, social media, phone call or customer service portal. Keeping tab on all these requests and ensuring that not even one slips from attention is a formidable challenge for your support staff. A CRM software built to address customer service concerns captures these requests from all your communication channels and brings them together on a centralized platform, making it easier for your support team to address each one quickly.
Reduce the response time with simplified tracking
Depending on the nature and size of your business, you might be getting multiple service requests on any given day. Without proper tracking mechanism in place, addressing these requests in a time-effective manner is tough. A great customer service system lets you track all your service requests within a matter of seconds. This way, you can see all the pending requests that your executives are working on and all that have been closed. This simplified tracking system lets you identify critical service issues, monitor the average response time and speed up the process. Moreover, you can track and identify the areas where your customers are facing most issues and take appropriate steps to remedy the situation. When all your customer service requests are easily trackable, the chances of delayed response becomes minimal.
Better communication across departments
Seamless communication and collaboration across marketing, sales and customer service is the key for optimizing your cross-selling and up-selling opportunities. A CRM with powerful customer service functionalities lets you achieve this. Using the system, your customer service executives can pull up the entire communication and purchase history for each customer, every time they lodge a service request. This way, they will have a complete idea about what are the products that the customer purchased, what kind of service requests he/she filled previously, how those were resolved etc. This insight, in turn, lets them identify and optimize cross-selling and up-selling opportunities and forward the same to marketing and sales. Similarly, your marketing and sales executives can also track the support requests and see which customers are facing what kind of issues. Accordingly, they can suggest new products or services to them.
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Intelligent service management platform to boost your customer service efforts
Bpm’online offers an intelligent service management platform that lets you speed up your customer service process by centralizing service requests and tracking both functionalities and powerful analytical features. Moreover, the CRM system comes with self-service portal for your customers through which they can raise a support ticket and track the progress on their own, without having to call or e-mail you. This not only improves customer experience and enhances transparency, but also saves you tons of time, which you would otherwise had to spend on telephone answering queries or e-mails.
Key features of bpm’online service
Bpm’online service lets your customer service team access all customer information in one place, including their purchase and service history as well as complete profile. This, in turn, enables you to create service strategy for each individual customer and address their concerns in a faster manner.
The system comes with a robust customer portal that lets your customers lodge service requests and track the progress on their own. You can also create a knowledge data base with relevant articles that empowers customers to solve the common issues on their own. This way, you can build transparency and enhance customer experience, while reducing the workload on your service team.
Bpm’online service solutions come with preconfigured single window interface for your agents. The ‘agent home’ is an intuitive interface that lets your service executives view all unresolved support tickets, track the ones in progress and access their own performance on basis of cases resolved. The easily customizable interface ensures that your service executives get to see all that is important at one glance without distractions.
This feature lets you automate internal processes such as document approval, collaboration with multiple teams, etc. This not only reduces the chances of human error, but also speeds up the service process significantly. The system comes with a bunch of pre-designed process flows that you can use with little or no customization at all.
The request management feature lets you segregate all customer requests into various categories such as incidents, advisory requests, service requests, etc. This way, you can easily assign the cases to respective teams or third-party service providers. This segregation also lets you prioritise the requests and, in turn, improves customer experience.
The software lets you store all your services in one place. This way, no matter how big or small your team is, everyone on-board have clear picture about all the services that are on offer. Having all the services (with respective details) listed in one place makes it easier for you to manage the service subscriptions.
The knowledge database lets you store the resolution process for all CIs and known errors. This knowledge base empowers your service agents to resolve issues faster than ever. This database can go a long way in training your new agents too.