CRM Solution Software

CRM Software Solutions

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CRM software blueprint
An Executive's Guide to CRM Software

Customer Support Systems Benefits to CSRs

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Customer Service Representatives (CSRs) enjoy many benefits if they are fortunate enough to have a reputable customer support software solution in their place of employment. Of course, that’s only true if the system is successfully implemented to maximize the benefits and minimize the efforts involved.

The primary advantages of customer support software systems vary according to the modules implemented and the level of integration with a broader Customer Relationship Management (CRM) application. For traditional call center, help desk or comparable software support organization, the most likely software automation benefit is the ability to quickly, accurately and consistently resolve customer cases or incidents to the satisfaction of the customer. Several features assist the CSR to accomplish this, including Computer Telephony Integration (CTI), Interactive Voice Response (IVR), a thorough knowledge base, detailed and flexible search capabilities, and software primed to respond to the minimum of keywords. Since a CSR’s performance review is related to the average issue resolution time, the tools needed to impact all aspects of incident workflow must be in place for staff success.

But even if the software performs each of the forementioned automation steps, if the CSR’s training is inadequate or of limited time duration, long term success is far from assured. Beyond the inability to achieve slated performance metrics, the embarrassment and frustration felt by CSRs who have to deal with increasingly irate customers become contributing factors to staff turnover. Almost every consumer experiences this type of interaction at some point. If an issue cannot be resolved without client acrimony, what is the likelihood of the same individual purchasing from that vendor again? Think about it.

Several customer support systems on the market offer on-line training, webinars, and online seminars. These are all sessions the CSR can take on a start and stop basis as convenient to ensure their knowledge level is up to par, and thus reduce the chance of humiliation. An adjunct to training is ease of use. An intuitive, modular solution minimizes the CSR’s learning curve and maximizes productivity.

There are occasions when a Customer Service Representative encounters difficulties in resolving a problem or exceeds the alloted recommended time. The process control features in a customer service system should automatically escalate the issue to a higher level technician and/or a supervisor, based on predetermined business rules. This escalation provides three benefits for those involved. First, it avoids any potential embarrassment an entry level or front line CSR may feel for not being able to provide a solution to the problem. Second, the system should transfer all of the proposed solution history to the new technician handling the case, thus minimizing issue resolution scenarios and time. Third, it escalates customer satisfaction rates. The scenarios apply not simply for support modules, but also for all service complaints, returns management operations and virtually any other customer inquiry situation.

If the entity is involved in field service or dispatch, then several other benefits are derived for the CSR or technician. Many of the solutions on the market today offer routing modules designed to minimize drive and commute time. This means the technician is more productive and reduces travel related expenses.

Many of these software solutions also have remote modules, allowing the Customer Service Representative to determine inventory levels for spare parts, and if these are deemed necessary, schedule a follow up call to fix the hardware involved. This increases the employee’s productivity, and contributes to a more complete resolution, thereby dramatically enhancing client satisfaction.

 

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CRM Introduction Real World CRM Executives Guide to SFA Marketing Automation Customer Support
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