The analysts at Gartner have released their annual ‘Magic Quadrant for the Unified Communications as a Service industry’. Unified Communications (UC) describes the integration of enterprise communication services. For example, web and video conferencing, instant messaging, desktop sharing, data sharing, etc. So, UC is not a single product, but a set of products that provide a consistent experience across multiple devices and media types. Crucially, while businesses might once have had to rely on a wide range of tools to deliver UC, advances in cloud computing mean that this can now be provided as a service (UCaaS).
Service management tools are increasingly important
Every year, the report is driven by the changing demands of the marketplace. And, in particular, the transformation of technology and evolving customer demands.
The report had some interesting findings this year. Crucially, it highlighted the importance of service management solutions. Specifically, service management dashboards have been highlighted as an essential tool when it comes to giving customers the support they need. In addition, it found that on-premise investments are gradually slowing and that there is a higher demand for the cloud than ever before.
The importance of customer dashboards
Indeed, at Service Geeni, we are strong proponents of service dashboards and portals. Regardless of the technology or service a company is providing, being able to share real-time information is an open and transparent matter is essential when it comes to ensuring service excellence.
That’s why the Service Geeni Customer Portal provides everything your business needs to meet evolving customer expectations.
The benefits of a customer dashboard for service-led companies
To provide fast and accurate information
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 can introduce service management technology to provide a faster initial response. For example, online portals and dashboards can be deployed to enable self-service customer support. Of course, the ability to deliver real-time information is just as important. And, with access to 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 better standard of customer service
Customer dashboards can also be used to boost customer satisfaction levels. By giving each customer the ability to see all of their key metrics, without needing to call you, you’ll increase customer service levels while reducing the burden on your team. Outstanding jobs, KPIs and more are all available via an easy to understand, user-friendly dashboard. Setting you apart from the competition, with a customer portal you’ll attract and retain more customers.
Also, when it comes to boosting customer satisfaction levels, the consistency of experience you provide across all available support channels is critical. With a service management portal, everyone has access to the same data. So 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 enable two-way conversations
Communication is a two-way street, and a customer portal should also make it easier for customers to book support. For example, you could give customers the ability to create their own jobs in the system, with notifications sent to your team for action. Also, customers welcome the opportunity to tell you how you are doing. And, with service management technology, it is easy to establish regular feedback processes via a portal. It’s also easy to identify any recurring issues. And, once armed with this knowledge, you can put steps in place to manage the customer experience more efficiently.
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. So, it’s easy to see how companies not currently investing in service management tools and dashboards could get left behind.
For more information on how our software can help your business contact us today for an informal chat.