Empower Your Customer Service Processes During Lockdown

Excellent Customer Service means ensuring a customer is happy and satisfied with your product or service even after the transaction is complete. As a customer-centric company, you must strive to stay on top of your customer’s needs, queries, and feedback. Every interaction between you and your customer should work towards building a strong trusting relationship.

Given the current situations across the country, with everyone/ everything under lockdown, staying connected with your customers and boosting their confidence in your brand, becomes more important than ever before.

Even if delivering regular customer service is challenging right now, there are certain platforms that you must master to ensure that you are available and within reach of your customers when they need you.

Adopting these while simplifying your processes will empower your teams to service your customers better. Ignoring these, however, may result in you losing an opportunity of creating customer delight.

6 Dynamic Platforms For Delivering Excellent Customer Service

Social Media Support:

Today, tech-savvy customers are not only using social media to get product/ service-related information. They are using it to post their experiences as well. While a positive remark can bring in more business, a negative remark of a poor experience can prove to be detrimental for your future. Make sure your team consistently monitors all your social media channels for any customer queries or feedback. They should publicly empathize, show consideration of the customer’s situation, and give prompt response and resolution to their problems. This will win customer favor and increase satisfaction levels.

On-call Support:

One of the most popular forms of communication, 24×7 on-call assistance provides direct service support to the customer. On-call support helps you to deliver prompt, personalized, and prioritized assistance to your customer.

Presently, with maximum customer support centres being closed and phone services being limited to emergencies services only, you need to look at other avenues available to engage with your customers and timely address their issues. The solution — a Mobile App.

Mobile App:

A recent research by McKinsey Global Institute finds India as the largest and fastest-growing markets for digital consumers, with 560 million internet subscribers in 2018, second only to China. The report forecasts this number to rise by about 40% by 2023.

Having a customer service mobile app helps increase your customer reach manifolds as well as improve customer engagement. A Customer Service app with its self-service features like service request registrations, product registration, troubleshooting sections, manuals, FAQ sections, etc. provide the customer quick and easy solution for any issue they may be facing. Notification features allows you to maintain transparency and share timely updates with them.

Chatbot:

AI-powered chatbots enable companies to automate common support questions, providing quick response to their customer’s queries. Available 24×7, the chatbot can instantly connect with a customer and provide immediate assistance even when they may be in the middle of purchasing a product or service. Delivering faster, consistent support, chatbots provide an easy and efficient way to transform your customer service support.

Knowledge Base:

Many customers prefer to solve their problems using a self-service knowledge base. It is a great cost-effective medium to offer ready information to your customers about your product/service. Keep all the necessary information and instructions in engaging formats—pdfs, videos, images, etc. Ensure that these are easily accessible by your customers and updated regularly. Those who may not find a solution here can always reach you through the other channels for a resolution.

Email Assistance:

Email is yet another channel that holds relevance in customer service. Fast, easy, cost-effective, and preferred, email support when done right, it is a great way to connect with your customers and address their issues. The ability to add pictures, links along with videos and multiple files, makes it an ideal method for resolving complicated issues.

For any customer-focused organization, delivering quick and meaningful customer service is crucial to keeping a competitive edge in the market. Meaningful interactions and personalized experiences will win customer loyalty, cultivate strong connections, and boost business growth.

Aligning these channels with the right CRM would bring real-time insights and help in driving efficiency across service processes, enable better strategic planning, and improve customer experiences.

Blog Contributor : Yogita Chhabra
Passionate, creative & result-driven professional with over five years of experience across telecommunication & IT industry. Yogita is fun-loving and enjoys exploring new places, trying new things, & meeting new people specially to learn about their way of life.

Take Field Service Delivery to an All-New Level with a Field Service CRM

Is managing your field service technician and communicating with them a challenge, especially when they’re on a service call?

Is access to relevant customer details limited for your field service technicians especially when in the field?

Is the amount of manual work involved in maintaining excel files and paper-based reports, hampering the way you deliver service?

Then it is high time for you to opt for a reliable automated field service CRM.

Field service teams are always on the go. They are required to respond to service calls quickly and deliver prompt after-sales services to the customers. As the face of the company, their interactions with the customer directly translates to how the customer views the service delivered and the company who is delivering it. Any service escalations, data omissions, misinterpretation due to the information available or not available, all can hamper the image of the company leading to business losses.

More and more customer-centric companies are now adopting a cloud-based Field Service Management CRM to deliver world-class services to their customers. A well-designed Field Service Management CRM not only helps in streamlining the daily after-sales service operations but also increases team productivity and process efficiencies. Ensuring a smooth and enriched customer service experience.

Let’s consider some of the reason why you too should consider using a reliable CRM to empower your field service teams:

Powered by Mobility:

With a cloud-based field service CRM mobile app, the field service technician can access customer-related information anytime anywhere. All information is available at his fingertips, allowing him to respond better and deliver fast and quality service to your customers. Alerts, updates, and notifications can also be sent to him quickly and easily.

Always available right information:

With a field service CRM there’s no more scattered information. The field service team can see all customer-related information in a systematic order. From product purchase information, warranty information, last service date, etc., to spare parts availability, all records are available to the field technician.

Easy route planning:

What’s the location of the calls assigned to him, which is the best route to take, and how much travel time is required to service all the assigned calls—are some of the daily challenges faced by field service technicians. Smart planning can make a difference in how fast and effectively he can service the customers. Built-in features of an after-sales service CRM provides important information such as the location of assigned calls, quick view of the route map, travel time to reach each customer site, etc.

Office in Pocket:

A field service mobile app provides an excellent platform for field technicians to work efficiently without any delay. They can mark attendance and leaves, request spare parts, submit claims and call status without even stepping into an office. Their supervisors, as well as senior management, can geo track the entire team, check the daily call service status, share regular updates with the team in real-time, while they are in the field.

Security:

A robust field service CRM will enable the management to monitor and secure information access rights across processes and functions. User roles can be defined so that only authorized users can access all the information.

Implementing a next-generation customer service CRM you can deliver flawless after-sales service. Strengthen your service teams, deliver exceptional customer experience, and win more businesses. A robust CRM would also help you minimize response times, streamline service processes and optimize costs.

A comprehensive CRM integrated well with inventory, billing, and other customer-facing departments provide a 360-degree view of customer-related activities, boost customer satisfaction rates and improve the overall customer experience.

Blog Contributor : Yogita Chhabra
Passionate, creative & result-driven professional with over five years of experience across telecommunication & IT industry. Yogita is fun-loving and enjoys exploring new places, trying new things, & meeting new people specially to learn about their way of life.