In a world where customer service has become increasingly important, it’s more vital than ever to have a customer service management strategy in place.
Using a customer service management platform makes the difference in how customers can connect to your brand. In fact, 95% of customers said that quality customer service makes them feel more connected to a company.
If you’re on the fence about using a customer service management platform, look at these customer service management examples to see how technology is improving the customer experience.
Examples of How Technology is Improving Customer Service Management
Various software and tools can be leveraged within your customer service management strategy to improve the customer experience. Here are a few examples of how technology is improving the ways businesses can manage the customer service experience.
Not all customers want to wait on the phone for answers to their most important questions. This is where a self-service portal comes into play. Self-service portals make it easier for customers to find the answers to the questions they need easily.
Self-service portals are websites that offer up both information and resources which empower users to find answers they need to resolve their issues. By collecting relevant information and resources in one place, users can troubleshoot existing issues before needing to reach out. On top of that, they can create tickets and review self-help articles to reduce call volume and optimize customer experience.
If they can’t find what they are looking for in the self-help articles, they can then continue to log a ticket or make a service request to get dedicated support. The self-service portal can capture specific information based on a type of request to pass along to your customer service team to help them route the ticket and expedite resolution.
Third-Party CRM Software and Sales Tools
Another example of how technology is improving the customer experience is its ability to integrate customer service management platforms with other existing customer relationship management (CRM) software and sales tools, such as:
When customer service integrates with CRM software, businesses can completely view the customer journey. From start to finish, customer service representatives can see every touchpoint a customer has had with your company. This makes it possible to achieve a 360-degree view of your customers and provide them with the best customer service possible.
Case Management Capability
Case management allows customer service representatives to see every customer interaction in one place. This way, they can provide a more cohesive customer experience by having all the information they need in one spot.
What’s more, case management gives businesses the ability to create workflows and processes that are tailored to their specific needs. This means customer service representatives can work more efficiently and resolve both complex and simple customer issues faster.
For example, if you’re a customer service representative who regularly deals with service delivery, you can create a workflow that includes all the steps necessary to handle the process. This allows you to ensure that each service delivery is handled consistently and efficiently, saving you time and money.
Data Collection Tools
Data collection tools allow businesses to get insights into what customers like and don’t like about their experience.
Data collection tools, such as surveys, social media, analytics, registration and subscriptions, can help businesses identify areas where they need to improve. For example, if you notice that many customers are unhappy with your service delivery or the sales process, you can use this information to make changes to your process. Being able to pinpoint where and when issues arise in your existing processes can help you tailor and build a better way to work.
With data collection, you can be sure that you’re making the changes that will have the biggest impact on your business. Predictive analysis becomes possible in that once you have collected enough data, you can predict and learn behavior. When a certain kind of request comes in, you’ll know how to jump in to answer. By asking questions in your self-service portal, you can even use existing interactions to provide possible solutions to customers.
Improved Contract Management Systems
One of the most frustrating and outdated aspects of customer service is the contract process. Customer service management platforms have made this process obsolete by offering better contract management systems.
With a contract management system, businesses can create and manage customer contracts in one place. Additionally, modern customer service management platforms allow users to create unique ticket types and categories which can assist in organizing and optimizing their processes. All of this adds up to customer service representatives being able to quickly find the information they need without having to search through multiple tickets.
Implement These Customer Service Management Examples with Vivantio
Technology is making customer service management more efficient and convenient through self-service, third-party CRM and sales tool integration, case management, data collection, and improved contract management . As a result, more businesses can take advantage of and improve their customer experiences.
If you’re ready to get on board, Vivantio, a customer service management platform, offers a wide variety of customer service management features that were explained before, such as:
- Case management
- Automatic customer surveys
- Consolidated customer views
- Countless third-party integrations
For more than two decades, Vivantio has been helping clients optimize their service organizations by leveraging a uniﬁed service management platform. To find out how Vivantio can help you put these customer service management examples into practice, contact our team today or register for a free demo.