Every company wants to work efficiently, especially at the customer service level. Without the right tools and systems in place, though, it can be difficult for your customer service agents to provide the most efficient service possible. Investing in configurable customer support software is one of the most important things a business can do. Not only will you be able to streamline your interactions with customers, but you’ll also create more efficient processes. In turn, your bottom line will see a significant improvement for more reasons than one.
High Customer Retention Rate
Happy customers usually translate to repeat customers. Even if a customer has a complaint or issue with your product or service, you can still make them a repeat customer if you handle it properly. This is where your configurable customer support software is beneficial. Your customer service agent can handle the issue immediately when it arises, track the issue and follow-up with the customer to ensure it was handled properly. Without this tracking system, you’ll create more legwork for your agents, meaning they’ll spend less time trying to resolve the issue at hand directly with the customer.
Good Customer Experience Equals More Sales
Providing a great customer experience can lead to repeat sales to the same customer. In terms of the average consumer, they will be more likely to do business with you again if you helped resolve an issue timely and made them feel like they were your priority. In terms of B2B customers, providing a great experience may lead to the purchase of more licenses for a product they are already using, thus generating more sales. A quality customer service visual workflow designer can create a workflow of how to handle a particular issue. The automated process will take a customer issue or complaint from its inception to its resolution with a high-level look of performance.
Reduce Customer Service Issues
Companies that invest in their customer service department will generally see an improvement in their bottom line over time. Whether it’s investing in an on demand SLA tracker, training programs or specific software to create more efficient processes, all of these tools can actually reduce customer service costs. When your agents have the ability to be efficient and proactive, they can sometimes prevent issues before they even occur. This reduction of issues will lead to more sales and happier customers.
PhaseWare has all the tools your business needs to incorporate efficient customer service practices. With our configurable customer support software, you’ll be able to track an issue as soon as it arises and will have the right tools to handle it promptly. To learn more about our products and customer support solutions, be sure to contact us today.