As quoted by Sunday Adelaja, the wealth of time is the only wealth that is more valuable than human resources. When it comes to prioritizing the customer's demands and giving them the best customer service, one of the major factors is time. A customer contends if he is provided real-time customer support promptly. An ideal customer service software can provide swift real-time customer support. There are a number of technologies present in an exemplary customer service software such as chatbot or the live chat, ticketing management system, data management, reports and analytics and Mobile CRM to automate their services and save time for the customers.
Imagine a scenario if you receive a priority request from the customer after office hours and you are not able to attend it. In that case, you would lose the customer. But what if there is a conversational agent that is a chatbot or live chat working uninterrupted in place of you. Then the customer request would be addressed instantly.
Assign the requests swiftly:
A chatbot allows you to allocate the queries automatically to the available agents thus every customer is attended in a timely manner and wins customers confidence by replying punctually.
Immediate association:
The best feature of the chatbot is that you are connecting with the customers even prior to getting in touch with them through a call.
Quick automated responses:
Swift responses are reached out to the customers as the responses are automated.
Observe your customer:
Behold your customer’s status thus giving them required services and not omitting any opportunity to aid the customers.
It allows you to find the future potential problems of your customers.
Enhance the performance of the agents:
It enables you to monitor the executive’s activity from log-in time until log-out.
Enhance customer retention and acquisition
When the customers receive swift responses, it gives them a sense of assurance that they will be given the finest real-time support services.
Automated lead generation
Automated forms displayed on the customer’s screen would help you know if that is your potential customer.
2. Efficient Ticket Management Software
It is a dashboard that solves the problem of enterprises having to manage a large number of support tickets. It helps the enterprise ticketing in 2 ways:
Handle customers’ generated queries from many different channels of communication.
Determining priority-based resolution for bulk tickets.
The system lets you:
Nourish your growing inbox with an email ticketing system.
Track of all inbound calls with voice tickets.
Manage your social media interactions with social ticketing.
Directly communicate with Customers on to the Customer Enquiry Channel with Ticket Management System
Label tickets High, Medium, and Low and take immediate action.
3. Mobile CRM
In the last decade, it has been observed that mobile traffic has grown exponentially. In 2008, 12% of the businesses used cloud-based CRM systems. By 2017, that figure had increased to 87%. CRM revenues are anticipated to cross over $80 billion in 2025. The below-given line graph shows the growth of mobile usage from 2018-2021.
A mobile CRM is a software application readily available on your smartphones, works as seamless as the desktop version CRM with added features such as geo-tracking to track the real-time location of roaming-users, route planning and offline working capabilities to collect and analyse statistical data of customers online. It allows the on-field support team to keep track of their tasks along with the managers.
The Mobile CRM consists of the following features:
Allotted service tasks
Check-in to the service location
Resolve the issue
Update the status of the issue to be resolved
Enter issue details
Schedule additional meetings
How Does Mobile CRM Improve Real-Time Customer Support?
Using the Mobile CRM, assign work to the on-field support agent.
Develop a service plan for on-field support agents.
It gives you the real-time experiences of the issues raised and assigned to the agent.
Geo-tracking or GPS tracking unit helps track the geographic position of the agent via the Global Positioning System and is displayed to the managers.
It enables the agent to find out the distance between his workplace and the service location as well as the distance between two or more given locations.
It enables the agents to work while traveling.
4. Reporting & Analytics
Transform your real time support services by keeping a track on relevant Key Performance Indicators (KPIs).
Generate detailed reports to assess chat traffic, missed chats, first response time, average turnaround time, customer ratings, and more. Measuring performance with data can help you understand customers better.
5. Consolidate Customer Data
Give the access of the real-time customer information to the agents, that helps the agent to serve the customer in real time.
An ideal customer service software gives access to up-to-date customer data as conversations take place while also enabling them to make updates in real-time.
Such a database can make easier communications across agents in the contact center, so customers that need to be re-routed do not have to repeat information.
Ending Remarks:
Considering the competition in the market an efficient customer service software is a must for your business. Customer gratification is the top priority and what's more than a delighted customer.
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