Businesses are under pressure to deliver more personalised service, faster resolutions, and better overall customer experiences. To meet this challenge head-on, here at Service Geeni we’ve put together eight ways service management software can help your business to improve the standard of support you provide to your customers.
To provide a faster first response
People soon get fed up of being on-hold or waiting for a response to an email. Nothing frustrates customers more than being ignored.
In response, organisations are introducing service management technology to provide a faster initial response. For example, online portals, dashboards, AI chatbots and support forums are all being deployed to enable self-service customer support.
And today’s customers want and expect self-service options. But they also want these to be sophisticated. So, if you do decide to remove human interaction as a first point-of-call, make sure that the customer is moved swiftly from a digital experience to an interaction with a human when necessary.
Crucially, this approach won’t just make it easier for customers to get help; it will also allow your organisation to do this without employing any more support staff.
To communicate with customers using their preferred communication channels
Customers want to be able to contact you using their preferred communications method – whether that’s by phone, email, chat tools, service management portals, social media or something entirely new. You don’t have to offer customer support via every single communication platform. But you do need to establish which ones your customers would value.
For example, with at-a-glance visual dashboards and reports, you can provide your customers with access to their very own professionally branded customer portal, so they always know what’s happening.
To provide a consistent approach
When it comes to boosting customer satisfaction levels, the consistency of experience you provide across all available support channels is critical.
Service management technology can be used to help you to standardise your processes. For example, with cloud-based mobile apps, staff can fill in electronic forms using any mobile device, wherever they are. Just as important, this information then syncs with your back-office systems in real-time. Because everyone has access to the same data, your customer support teams can pick up a conversation, and provide a seamless experience regardless of how and where the last interaction took place.
To keep customers updated
Once you have told a customer what to expect, it’s important that you deliver. And, by tracking your workers’ locations in real-time, you can provide a narrower service window to your customers. Of course, sometimes jobs fall behind. However, as long as you inform customers if there are any delays or any changes, they are likely to forgive you. With job management software, it’s easy to keep track of jobs, and sending an update or report to a customer takes seconds.
To resolve any issues before they become a problem
With planned preventive maintenance (PPM) service-led businesses can perform regular maintenance and reduce the chances of equipment failing. Instead of fixing things when they break, you fix them beforehand – leading to enhanced levels of customer satisfaction.
To establish customer feedback processes
Customers welcome the opportunity to tell you how you are doing. And, with service management technology it is easy to establish regular feedback processes. However, when customers tell you about their experiences, you must also use this knowledge to address any issues and improve.
Crucially, feedback can also be used to boost your bottom line. Because once you know what your customers want, you can give it to them. This can open up new revenue streams that you might never have thought about.
To identify where you can make customer service improvements
With service management software, it’s easy to analyse any recurring issues, and see how effectively you are managing these problems. Once armed with this knowledge, you can put steps in place to manage the customer experience more efficiently.
To maintain standards across the customer journey
Maintaining standards when dealing with customers is vital to long-term success. Service management software can be used to help you to stay connected, with proactive follow-up starting immediately after the sale. Where there are any problems, service management technology can also help you to deal with these quickly and easily.
A total workforce and business management solution, service management software can help you to increase your efficiency, streamline your customer support and optimise your resources. Crucially, with the technology available to keep customers happy, companies not currently investing in service management tools could soon get left behind.