Businesses looking to gain an advantage over their competitors know that providing excellent customer service is the defining factor that puts them ahead. They take the time and invest in their customer service systems and automate their business processes to ensure everything runs smoothly and efficiently. It could be as simple as being able to retrieve information faster than their competitors, and being able to do so doesn’t go unnoticed by potential customers.
An easy way to get started improving and investing in your customer service is through a document management system. By organizing your documents and automating your business processes in a structured, controlled management system, you’ll spend less time searching for documents and more time helping those who are most important: your customers. Your business has the power to turn its customers into its greatest advocates and promoters or into its harshest critics. It all starts with how your customer service helps meet their needs.
|CHANNEL SPECIFIC COMMUNICATION
|BACK OFFICE (2ND LINE)
|Routine request fullfilment
|Routing to 3rd level teams
|Product/Service specific process
Store and manage knowledge articles, training materials, and other resources to help customer service representatives quickly access information to resolve customer issues.
Track customer inquiries and complaints, and manage the associated documents such as customer correspondence, product manuals, and service agreements.
Manage contracts, service agreements, and other legal documents related to customer service activities, ensuring compliance, and reducing the risk of legal disputes.
Track customer service performance metrics, such as response times, resolution rates, and customer satisfaction scores, allowing managers to identify areas for improvement and measure the success of customer service initiatives.
Automate routine customer service processes, such as ticket routing and assignment, approval workflows, and email notifications, increasing efficiency and reducing manual errors.
Track and escalate unresolved customer issues, and notify supervisors
or managers when a certain threshold is reached, ensuring timely resolution and
reducing the risk of customer churn.