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What is Service and Support Automation?
The ultimate goal of Customer Service and Support Automation is to increase customer value while reducing the cost of doing business. As an integral part of CRM, Customer Service and Support allows organizations to manage business relationships effectively so as to improve and sustain customer loyalty and retention while reducing overall business expenditures. It allows businesses to identify issues, understand customer needs, track all interactions, and gain performance metrics.
From Call Center to Help Desk to Web sites (self-service), a multi-channel Customer Service and Support solution provides tools, information, products, services, and support that optimize resources, leading to more streamlined processes, a more efficient staff, and higher customer satisfaction levels, all without adding headcount. From Call Center to Help Desk to Web sites (self-service), a multi-channel Customer Service and Support solution provides tools, information, products, services, and support that optimize resources, leading to more streamlined processes, a more efficient staff, and higher customer satisfaction levels, all without adding headcount.
What can a Service and Support do?
- Account Management
- Analytics & Reporting
- Asset Management
- Automated Customer Response
- Case Assignment & Management
- Computer Telephony Integration
- Contract Management
- Customer Support Tools
- Defect Tracking
- Greater Customer Comprehension
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- Improved Communications & Collaboration
- Information Management
- Information Repository
- Queuing
- Resource Management
- Service Request & Routing Tracking
- Web-based Self-service
- Workflow Automation & Management
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What business problems can Service and Support solve?
Automate Resources
As businesses grow, managing Customer Service and Support becomes a daunting task. Assigning, managing, and resolving service and support requests become business-critical issues. By automating case creation, routing, queuing, response, and tracking companies can dramatically increase productivity. With a centralized data base of customer information, collaboration is extended company-wide, providing better issue resolution in a shorter time frame. Providing customers with immediate response to their concerns and requests builds confidence and shows that the company acknowledges the importance of a customer.
By implementing a successful multi-channel Service and Support solution, companies can manage problems and requests centrally, whether received by phone, mail, email, chat, wireless, or the Web. And, with a Web-based self-service portal, customer access to product information, FAQs, request forms, etc. is increased while human interaction, the most expensive customer contact method, is reduced. Customer self-service helps companies maintain higher satisfaction levels and low service costs by eliminating the need for customers to wait until an agent is available. Automated workflow processes provide greater flexibility, resulting in faster response times, higher volume of call handling, reduction in data duplication, and a better spotlight on the customer.
Understand the Customer
By automating the customer contact process, companies can obtain volumes of information on customer interactions, including items such as dropped calls, customer needs, purchase history, or staff performance levels. This process can provide a complete view of client accounts, thereby identifying top-spending customers and prioritizing customer requirements.
By encouraging dialogue via multi-channel access, service and support personnel can resolve issues faster, decreasing hold times. And with improved agent productivity, satisfaction levels rise.
By integrating customer data from disparate business divisions and from an assortment of channels, businesses gain immediate access to comprehensive customer data and purchase records. With this data, companies can learn of the concerns and needs of its customers. By giving importance to customer requirements, service is improved. In many cases, support becomes proactive. Account maintenance is thoroughly managed. The customer feels as if they are listened to and cared for.
Results that Count
The bottom line for any organization is what can be gained from implementing a Customer Service and Support solution. Aside from the obvious cost savings, other benefits are derived from automating processes. These include a centralized data base of customer information that gives response agents the necessary tools and data to respond successfully to each contact.
Automating the processes enables greater and more focused marketing initiatives. By providing tracking, analysis, and reporting capabilities, companies have better and more in-depth account and opportunity management. Workflow management improves, leading to better staff distribution. Customer Service and Support tools help set business priorities and show management which areas or personnel are doing well or need help. With the proper staff in place (staff size, expertise, etc.), response times improve, leading to more satisfied customers who are more likely to buy or renew, and just as important, more likely to recommend your business to others.
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