Increase CSAT Scores And Reduce Customer Wait times With A Self Serve Portal

CSAT stands for Customer Satisfaction and CSAT score is the measurement of customer satisfaction towards your company’s products/services.. It can vary from extremely satisfied to extremely dissatisfied. 

Customer Satisfaction is paramount for any business to sustain and grow because if the customers are happy, they return and they return with more leads due to word of mouth. So it becomes imperative to make sure you take their feedback, keep a track of CSAT score & make sure it stays high and intact. 

Ways To Reduce Call Volumes With Self Service- 

• Addition Of Chatbots 

A bot is a software program or application designed for specific tasks and they run on automated scripts. 

ChatBots are a type of virtual assistant that help customers with any query through fixed presets of questions and responses. AI based Chatbots also use Machine Learning and NLP which is “Natural Language Processing” that helps in adapting humans’ talking style. Customers can pretty much go to the chat and have their ticket solved in seconds to minutes that reduces the call volume. 

 

•  User Friendly Transactions 

Make sure the website is easy to read and order placement procedure is seamless. No customer wants to go through tons of pages before arriving at the payment option and that there are no glitches in the websites that arouses any payment issue.

•   Mapping Customer Journey 

Inbound calls can be reduced by studying the customers’ purchasing behaviours & in layman’s terms how they are going to act. Agents can predict how customers are going to act at each touchpoint and already have a plan in place to make the necessary actions. 

•  Provide Self-Service Resources

These resources can play a substantial role in reducing the call volume as they can potentially assist customers in providing them with solutions to the queries. These resources can be in the form of FAQs. This helps in filtration of easy queries and prepares your team for the complicated ones. 

Improve Customer Satisfaction With Self Service Portals-

Self Service Portals can really take your support service and customer satisfaction up by a notch, here’s how- 

• Decrease In Wait Time

When every query has to be addressed by an agent, it creates a surge in time to get them all solved. Customers can get their queries cleared with so much ease and within no time through self service tools. 

• Effortless Feedback

Companies at times tend to think it’s a hassle for the customers to provide feedback but it's the opposite in the majority of the cases. Customers want to be heard and they are always speaking, companies need to listen to them not just hear. Self service portals provide seamless options to provide feedback that companies can use for further tweaking and product/ service improvements. 

• Abstain from holding up in lines 

Clients can abstain from looking out for the telephone or at an assistance place by mentioning support on the web or scheduling an arrangement for field service. 

• Tracking Of Products 

In this modern era we are all spoiled by fast deliveries & we want everything the very next day. Self service tools help customers just by putting off that impatience by allowing them to see where the product and its estimated delivery. 

• Increased Convenience 

Convenience and satisfaction go hand in hand. The more convenient you make the service, the better outcome you tend to get. Through self service portals customers can access the service through multiple mediums such as web, email, chat etc. 

Few years back when there wasn’t any innovation put into customer service, purchasers had to wait exponentially just to have their queries solved via calls or mails which are traditional ways and they still have their place but with the ingress of self service portals and automated customer service, it has helped businesses build a solid customer support which does not only serve the customers but also helps companies to gain insights, analytics and purchasing patterns which furthermore helps in lead generation, customer retention and improved products/services.

Kapture CRM provides a self service portal for customers via Kapture One Suite through products such as Contact Center where customers can reach out via their preferred channel and raise query. Service Center where the agents can keep them updated and customers can raise tickets. It also provides Live Chat which is one of the fastest ways to serve the customers.

Leveraging KMS and LMS for Efficient Customer Support Agents Training

  We have been told “Knowledge Is Power” but we may not have given a thought whether managing that knowledge is crucial have we?. KMS stands for “Knowledge Management System” & LMS stands for “Learning Management System”. 

What is Knowledge Management? 

Knowledge Management is the creation, gathering, sharing of information amongst employees and the organisation as a whole in general. It is a systematic way of building a foundation of data that can be utilized and accessed adequately. 

Benefits Of KM- 

• Optimal System

Data and information is always at large scale in big organisations hence it’s really convenient for employees to have a proper system which creates all that they need. It saves up a lot of time which in turn boosts productivity. 

• Cross Department Learning

There are different departments in any organisation ranging from operations to marketing to finance and so on. If any department wants to have a piece of cross project they can have so with ease.

• Problem Solving 

Knowledge Management is an excellent practice when it comes to solving problems or making decisions in an expeditious yet efficient way due to the availability of data first hand. 

What is a Learning Management System?

LMS in layman terms is a source of online learning which helps deliver courses, learning & study material with easy management of all the sources and the software automates all the tasks. It can be used by businesses, government, e-learning institutes such as byju’s, khan academy etc. 

LMS can be used for

• Employee Training

• Education Purposes

• Knowledge

• Monitoring Progress

• Delivering Courses

• Content Updates 

Benefits Of Using an LMS in Call Center-

• Precise Learning

Learning or training itself is a tedious task and if you combine content with what's needed with what's not, it tends to create a mess and inefficient training system. LMS helps you provide target learning where the agents are taught with exactly what they need to learn. LMS can

• Reduced Training Time

LMS provides a seamless yet quicker training due to learning and the accessibility of content online.

• Progress Tracking 

Learning and Training is a constant progress which requires tweaking and changes midst the whole process and whatever gets measured gets managed. You wouldn’t want your employee’s training to just start and end without any idea of how they are doing and LMS allows for easy tracking of progress which allows for adequate changes.

• Lower Training Cost

In person and on field training takes much more substantial time and money to put in work but with LMS you can not only cut the cost due to everything being online but simultaneously save on time without compromising on the quality and efficiency.

• Accessibility  

One of the best things about LMS is that the content can be accessed any time and how many ever times the agent wishes to go through it. It provides so much more flexibility and the training can go on during work time too. 

Customer Service Training With KM & LM

KM and LM are excellent tools when it comes to training agents for adequate customer service. They give you an insight of customers’ purchasing behaviour, preferences, current trends and train the employees to use the same to provide and a seamless customer support.

• Agents learn how to provide personalised experience.

• Strategies to tackle the problems.

• They help in developing soft skills.

• It helps in keeping up with competency with consistent tests and certifications. 

• Increase customer engagement and retention.

• It provides training in the user’s native language. 

• They include mobile learning so that’s a big one for convenience & flexibility. 

KaptureCRM delivers Knowledge Management and Learning Management Systems through it’s Kapture One Suite which helps your agents get prepared for tackling any query or problem and it assists them certify and gain credibility. 

CRM Analytics To Help In Predicting Customer Behavior Patterns

 CRM is the abbreviation for “Customer Relationship Management”. It is the process of managing customer relationships to keep the satisfaction levels intact and create a surge in lead generation and sales.

Analytics is the systematic and measured analysis of data which can be used for interpretation, discovery or strategy generation etc. 

What Is CRM Analytics? 

CRM Analytics also known as “Customer Analytics” is a set of data that is used to make better business decisions after interpreting customers’ choices, interest and purchasing regards to making more sales, bettering customer interactions and satisfaction. It is highly useful for businesses of every size but vital when it comes to large enterprises. It’s not a function that you see on the frontline, it works with stealth in behind the scenes. It aggregates the data and gives a definite report and indirectly acts like a scout for potential leads and opportunities. 

Benefits Of CRM Analytics?

• New Trends

It tracks down if there’s any new trend or potential opportunity that the company can pounce on and milk more sales out of it.

• Customer Satisfaction

It identifies if there is any inconvenience from the customers’ side and CRM analytics provides the relevant information for aiding that and that results in higher customer satisfaction. 

• Adequate Marketing 

As analytics help in identifying customers’ purchasing behaviours and preferences, it helps in creating a crystal clear marketing campaigns and strategy. Moreover that helps in decreasing the marketing waste. 

• Sales Analysis 

The data collected through all the interpretations can be used to project and navigate sales through an optimal analysis of market opportunities, customers’ purchasing power and their demographics etc. 

• Customer Segmentation

There is a substantial diversity when it comes to customers’ preferences and tastes, CRM analytics helps in segmenting customers with similar ones so the company can have its focus in a precise direction with different products/services and they know their target market. 

Reasons To Integrate Customer Behavior Analysis With CRM 

• Predictive Modelling

It’s evident that analysis and data collection is done to predict future models and construct strategies. Customers can be moody but they leave a pattern and a certain trail of purchases behind which can be studied. Through CRM analytics, companies can study exactly that and predict how the customers will react to any particular product/product launch with all the data interpreted and put themselves in the best position to get more sales. 

• Setting Up Benchmarks

 

Having a certain standard is imperative when it comes to keeping up the efficiency and activities on track. Analytics helps in creating the perfect spot through optimal analysis where the benchmark isn’t too low and it doesn’t feel like you’re shooting for the moon either.     

• Enhanced Service 

When customers’ preferences, purchasing behaviours, and tastes are analysed thoroughly, the companies have an in-depth review of what customers like, dislike or absolutely abhor, they can present well optimised services.

KaptureCRM is a customer relationship management software that provides virtual Contact Center, Service Center, Field Force, Live Chat, Self Serve, KMS, LMS  all at a single platform to build an efficient customer support service while also potentially generating leads and more sales.

Optimize Customer Data Management With a Robust CRM

Customer Data is the information regarding customers’ purchasing behaviors, preferences and also their demographics/geographic. This data is used by companies to market and tweak their products to be in the best position to generate more leads and sales.

Customer Data Management-

Customer Data Management is a process of gathering and analysing information regarding customers’ and their purchasing behaviours and keeping a tab on their on site activity, social media interactions, complaints regarding customer service, product returns, cart abandonment etc. 

Acquiring new customers is not an easy task due to there being countless competitors. It’s been proven 20% of your customers will make up 80% of your business, hence customer retention and lead generation becomes paramount to sustain and grow for any business. There's a saying “what gets measured gets managed” and it highly implies in this case too. It’s quite imperative to adequately gather and analyse customer data to put yourself in the best position to win as business. 

Ways To Collect Customer Data-

There are a couple of types of data. 

First one being Quantitative. It is the type of data which is numeric in nature and can be easily measured. It works with numbers, graphs etc. 

Second one being Qualitative. It is the type of data which is descriptive in nature. 

• Social Media Analytics

Every social media platform these days provides business insights for the users where they can collect data regarding when the followers are most active, what type of products they are most inclined towards, what is their engagement rate etc. 

• Surveys

Surveys are a set of tailored questions where the customers only need to choose amongst given options. It is one of the cheapest and most effective way of collecting customer data. 

• Reviews

Not all reviews left on platforms are futile, companies can get great insights through constructive reviews on how the customers are responding to particular products/services or if there’s a launch of any new product.      

How CRM Improves Customer Relationships?

CRM is the abbreviation for  “Customer Relationship Management”. It is the process of managing and improving customer relationships which helps the companies retain customers and generate new sales which provide a magnificent service to the customers. 

• Catering To Needs

It is evident customers are paramount when it comes to any business’ growth and sustainability and CRM helps with being attentive to all that customers want. 

• Quick Response

CRM provides an expeditious to all the queries and doubts through software solutions, which goes a long way in building credibility and customer retention. A happy customer is a returning customer.    

• Attentive Customer Support 

Not just a quick response, CRM also provides a customer support system which patient and attends the customers with the utmost diligence. 

• Consistency

Consistency is the key to success. You wouldn’t want your customers to feel a million bucks one day and then unwanted the next day. With CRM softwares you can have undeniable consistency in your service and leave your customers with high satisfaction.

 

Customer Data Management Best Practices

• Data Protection & Security

If there’s one thing that you wouldn’t want that is not keeping your customers’ data secure. With the influx of hackers and rising malpractices, it has become highly crucial to keep the data safe and sound as a company can lose credibility over a single night if there’s any hiccup.   

• Ethical Way Of Collecting Data

Ethics is everything when it comes to business and no company should ever lose that right conscience over some extra money. 

• Accessibility 

What’s the point of having data when the team can’t have it ready to use when they want to? It’s crucial to have the data on the go to boost productivity and efficiency, optimal analysis and reports. 

• Data Recovery 

There is always a probability of losing data to any glitch or mishap and the company needs to have contingency plans or means to get it back.

 

• Set Goals

It’s not just about collecting the data. You need to see where you want to go with that and what usage needs to be put there after it’s done. Like anything, vision is paramount from getting to the intended point.

Collecting and analyzing customer data isn’t an easy task by any means but if done right it can allow businesses to get substantial clarity on what the customers want and allow them to meet their expectations and then simply outdo themselves. If you already know what they want it’s easy for you to give them the exact thing and customer data gives the same exact clarity about product changes, marketing channels and advertising strategies. 

At KaptureCRM, we provide Customer/Management Support System through an Integrated Service Desk and also a platform which stays up to date and evolves with any policy changes. Furthermore, we have Kapture One Suite,which is a CRM software consisting of “Contact Center”, “Live Chat”, “Field Force”, “Self Serve”, “KMS” & “LMS” and Sales solution which helps in creating a precise system for tracking and converting leads.

How To Use Customer Feedback To Develop Better Product Development Strategies

We have heard time to time again “customer is the king” and that is rightfully so. Businesses create products/services for the customers to buy and businesses make profit off it while the customer savors whatever is that they purchased. There is an intangible hierarchy that’s present. 

Naturally when customers make a purchase they tend to develop a notion or an impression from the get go. Literally from the moment they land on the website to making the order and having a follow up about the order status. 

Customer feedback is like an influx of ideas for product development. When it comes to sustaining and growing your business, it’s highly crucial to listen to your customers because at the end of the day they are the ones who are keeping your business intact through sales. 

Ways To Incorporate Customer Feedback In Business-

• Proactive Solutions

Products aren’t invincible and they tend to break down, come in faulty and you can have options on your website for feedback. Let’s take Amazon for an example, manufacturers and businesses can go read the reviews and if any negative one comes up, they can jump in there and provide assistance. This goes a long way in building credibility and customer retention. 

• Innovation

Innovation is simply generating new ideas and when you take tons of customers’ two cents, you get an abundance of ideas in a pool which can be created into reports which can further act as a source of product generation. 

• Usage Of Feedback For Marketing

It is no brainer that customers check product reviews before pressing that add to cart button and the most splendid reviews yet genuine as credibility is paramount, can be used in marketing campaigns which puts a positive affirmation in leads’ minds that “yes this product seems good, tons of people have confirmed it”. 

How Businesses Can Collect Feedback-

• Surveys

Survey is one of the oldest and most used methods where you send customers a certain set of questions and depending on the format customers can respond accordingly.

• On Site Analytics 

This is an indirect way of collecting feedback. Companies can make reports and collect data regarding customers' behavior on the website. Supposing the amount of time spent on the website, product gaining highest/lowest sales, usage of live chat service etc. These analytics can further act as a guidance for future/present strategies. 

• Social Media

Social media platforms are an excellent way not just to promote the products but also to get feedback. Taking the simplest example of Instagram Stories, there’s options where you can conduct polls by asking questions with 2 options and the users just need to choose by one click and at the end of 24 hour maturity of the story you can see which option got more votes. 

• Widgets

Businesses can have widgets built on the website itself where customers can provide their insights instantly. 

How to create a customer feedback strategy-

It is important to have a certain direction on building a sound strategy revolving around how the feedback is to be collected and what is to be done with it.

• Qualitative vs Quantitative Feedback

The company needs to be set on what they are looking for. It can be either just a few people providing deep inputs or tons of people providing vague ones or it can be both hence it needs to be clear what they want out of the feedback.

• Social Media Analytics 

Regardless of what social media platform companies use to promote their product, every platform provides insights on the activity and also easy to track customer feedback options which come in handy.

• Regulating CSAT Score

CSAT stands for “Customer Satisfaction Score” and it’s a measurement of customers’ satisfaction. They can give insights on how they feel with just one click/interaction. It goes from “highly satisfied to highly unsatisfied”. 

• Categorizing The Feedback

Segmenting the feedback according to their nature and insights can help companies build clear cut strategies and product innovation. Customers are always speaking, companies need to liste, not just hear.

Why Customers’ Feedback Is Important-

• True Insights

Nobody other than customers can provide sincere inputs for the products because at the end of the day they got nothing to lose and if they are a long term customer they want the business to make sure the quality remains intact.

• Consistent Tab On Customer Satisfaction 

Collecting feedback on a consistent basis gives companies a clear idea on how they are doing and how they are customers’ are feeling about their products/services. 

• Room For Improvement

At the end of the day it’s the customers who use the product and they can provide the hands on opinion and that's a big plus for product development. The more feedback, the better and diverse opinions.

Analyzing and acting on customer feedback is paramount when it comes to customer retention and growth as it shows them companies are listening. Like said earlier, customers are always speaking, companies need to listen and act, not just hear.

 At KaptureCRM, we provide Customer/Management Support System through an Integrated Service Desk optimised for BFSI and also a platform which stays up to date and evolves with any policy changes. Furthermore, we have Kapture One Suite which is a CRM software 

consisting of “Contact Center”, “Live Chat”, “Field Force”, “Self Serve”, “KMS” & “LMS” and  Sales solution which helps in creating a precise system for tracking and converting leads. 

The Important Role Played By Machine Learning in Customer Support

There are frequently asked questions (FAQs) about how to improve customer services? How is that the customers need not wait in the long waiting queues for their questions to be answered? How can customers get their services 24/7? Well, the answer to these questions is Machine Learning. But how? Let's find out what is Machine Learning, it’s increasing role in Customer Service and the importance of Machine Learning in customer service.

Let’s first understand what is Machine Learning?

Well to define Machine Learning technically, it is the evaluation of the computer algorithms to find patterns from the huge data and anticipate the upcoming events. It is the subunit of Artificial Intelligence (AI). For instance, in the customer service industry Machine Learning can be used to assess the risks and customer’s behaviour by going through similar patterns and thereafter giving the response to the customers.

Let’s think of the simplest of the examples where Machine Learning is used, right from gaming industry or the sports activities such as a ludo game where you play with the computer to security and surveillance to automated vehicles introduced by Tesla, Nissan, Google and many other companies. Undoubtedly, the most popular, Netflix, that has used ML algorithms to self save your preferences of the videos with alike content. So, what if such assistance is given to your customers? Let’s discover the role of Machine Learning in customer experience.

Machine Learning and Customer Relationship Management (CRM):

We are informed that CRM is used by the firms to supervise and analyze their interactions with their customers. Beyond doubt, it helps maintain customers and solve their queries using the data analysis therefore establishing a good relationship with the customers. 

• But are we content? 

• Shouldn’t we accelerate the whole experience of customer service? 

• Shouldn’t the customers' queries be handled with the speed of light? 

We obviously would say a yes. 

So, here comes the power of Machine Learning in Customer Service with the CRM. Here is how Machine Learning is transforming customer support by advancing the CRM. Machine Learning automates CRM with its AI methods such as Natural Language Processing (NLP) for communicating with humans in their natural language. Consequently, it enhances customer retention and customer acquisition. 

There are a number of ways to intensify your customer service using Machine Learning and some of them have been listed below. Let us know these technologies to help you handle your customers successfully.

Technologies used via Machine Learning: 

Chatbot

There are times when you are out of hours even after wanting to integrate with your customers you are not able to, hence, you lose the chance to trade your products/services. So what could be the possible solution? Well, a chatbot is a quick fix. 

What is a chatbot?

It is a software application made with the help applications of Machine Learning to make a conversation in the natural language via text or text-to-speech between the humans and the machines to give programmed answers. It is an omnipresent channel that means you can converse with your customers through various channels such as Whatsapp, Facebook, Telegram, Instagram and many more, 

The Functioning of the Chatbot:

A chat interface is used to translate the inputs given by the customers into its programmed language and in turn, it gives the automatic answers. 

• In a simple language, Natural Language Processing (NLP) deals with recognizing and converting the human language into computer language.

• To know how Artificial Intelligence changed customer service via chatbots like Alexa, Siri and Kapture CRM visit http://www.kapturecrm.com/v1/. 

Customer Service with and without ChatBots:

Customer Service	In presence of ChatBots	In absence of ChatBots
Service	24/7 Customer service can be provided even after office hours.	Customer service cannot be provided even after office hours.
Issues Handling	Technical problems can be solved faster by visualizing the issues to the customers in real-time.	Real-time issues will take much more time to get solved.
Team productivity	Automatic replies to the repetitive questions will let the teamwork on more demanding issues.	The executive spends most of his time answering repetitive questions.

Artificial Intelligence Ticketing:

AI ticketing is evolving in the Customer Service Industry. Using Machine Learning automatic tickets (Customer’s queries, complaints etc.) are generated from various channels such as social media platforms or apps where the AI ticketing is integrated. 

• After receiving these tickets from these platforms the tickets are assigned to the support providing departments. Thus, the tickets reaching out to the assigned departments saves a lot of time and helps the customers effectively. 

• For instance, if there is a query about the status of the product/services to be received then this query will be automated to the query department, as a result, that department will work on that particular query and answer the customer immediately.

Benefits of Machine Learning in Customer Service:

 

Here is how Machine Learning has changed customer service.

24/7 Customer Support:

• Have you thought about what happens when you are not in the office and you might be getting queries from the customers? Your situation is such that you will be able to reply to customers only when you go back to the office the next day. Well, with Machine Learning in place this will not be the concern. 

• The chatbots, virtual assistance and automatic emails will be employed in your place and win over customers by replying in time.

                

Foster Team Efficiency: 

When most of your time is consumed replying to the repetitive queries of the customers then it surely decreases the efficiency of the team. Machine Learning with its virtual assistance handles such queries and you get time to handle other important complications.

 

Build Predictive Data Analytics: 

Data analysis is something that has been there for a long time now, where you can find out the patterns of the customer’s choices or obstacles using the past data. But now predictive data analytics has come up with Machine Learning CRM due to its accuracy in recognizing patterns and handling tremendous data. 

Recognize Customer’s Requirements: 

Machine Learning aids you to recognize the customer’s needs even without getting them connected over the call. You can keep an eye on your customers’ status, preferences and queries and can automatically activate the required support. It will allow you to not miss out on the customers and their needs. Also, you will be able to deal with future potential problems to be raised by the customers.

Respond Like the Wind: 

When the customers ask certain questions about the product or the service offered by your enterprise then swift responses are reached to the customers as the responses are automated. You can also schedule automated calls and meetings with the customers even before talking to them.

Boost Customer Retention and Acquisition:

The more the customer retention the more is the satisfaction of helping the customers efficiently. Customer retention means the customer will continue his interest in your services and this is enhanced using Machine Learning. And the customer acquisition will be gained by defining the sample customers who can be the potential customers using the data analytics with Machine Learning CRM.

Ending Remarks:

I would conclude by saying that Machine Learning is under rapid evolution and going to grow even bigger in the future. It is already present in different fields such as IT, finance, gaming, media, robotics, manufacturing. To experience how Machine Learning is transforming customer support in these sectors click on https://www.kapturecrm.com.

It helps the companies customize the customer’s requirements on a large scale. CRM with Machine Learning used by different sections of the organizations is already advantageous and the future is going to be dynamic with its fast decision making feature and handling the customers proactively. 

It is imperative to sustain high-speed processing systems which will carry out Machine Learning based algorithms with high precision leaving behind all the prejudices.