Insider Tips on Incident Management

When a customer has a concern, you need to be able to address and resolve that concern consistently and quickly. Managing each and every incident in their many forms can be quite a job, but with the right software, you can make it a second nature for your team.

One of the best strategies to prioritize with incident management is the ability to predict when and where an incident will arise. With PhaseWare’s unbeatable system of reporting, starting off with over 80 out-of-the-box reports, you will have a thorough knowledge of all of your company’s metrics, and be able to more clearly address what may prove to become a problem for your customers. Providing proactive customer support like this has a lot of alternate benefits on top of improving your incident management – customers are likely to be more satisfied with their product experience, feel positively about your morals as a company, and become a loyal, lifelong partner to your products.

Another aspect of proper incident management is the ability to prioritize what needs to be addressed first, so that you can keep a solid flow to your employees’ day and reliably get to each customer’s concern in a reasonable time frame. If you’re not able to resolve the issue in a single sitting, make sure you stay in contact with your customer so that they feel involved with the resolution process. PhaseWare can provide your team with such a bold, collaborative system of CRM that your customers’ information will be clear and ready for you to assess the moment any incident comes up, simplifying the prioritizing process by a mile.

Once you’ve provided customers with the initial contact point service, you’ll need to have a dynamic, reliable system of investigation and diagnosis to help carry your incidents along. Minor incidents like lost passwords or confirmations should always have the goal of being a first call resolution, to ensure that the quickest possible service is being offered to all customers who visit. More involved incidents should be treated with the appropriate amount of respect while still receiving fairly swift care.

The final stages of incident management arrive with the resolution and closure. Once your customer’s issue has been resolved, it’s important to note that your job isn’t quite over. Tracking that customer’s experience after the fact and providing follow up them is imperative to successful customer service. If he or she still needs assistance, the resulting impression you make by offering it before they have time to reach out again can be a game changer.

If you keep on top of the customer’s concerns and make sure to follow through with all steps of the incident management process, you will be guaranteed to have positive customer experience reviews. It doesn’t hurt to have a solid, reliable software at your back to make this process infinitely easier on you and your team, as well!

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