Customer Service is not enough, Try Mobile Customer Service

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Customer service has never been more important to the success or failure of a business than it is now. Today we are in the Age of the Customer where:

• Every business activity needs to be for the customers’ benefit
• Customer service cannot be just a cursory addition to a product or service
• Customer service does not start after sale but involves a series of interactions right from marketing to invoicing to post sales customer service.

Overall, customer service can make or break a company and hence, every employee is accountable to provide a stellar customer service.

But how can this happen? Merely delivering customer service is not the question here. You need to rise up your service level notches higher or else trail behind the race forever.

Delivering a frictionless customer service for every one of your customer can enable you do that. And this can only happen when you empower your modern customer service team (customer service agents, field reps and managers) with web CRM software that keeps them up with the rapidly changing responsibilities and expectations.

customer Service

In this hyper connected world, businesses cannot leave mobile customer service as an afterthought. This is precisely where web CRM software will enable every employee across the organization to engage with customers 24X7. Not really convinced?

Let’s take a deeper insight into the role of web CRM software in delivering a compelling mobile customer experience across multiple channel points:

1. Real-time service metrics anywhere

Imagine how difficult can it get for your customer service managers and executives (who are often on the go) to interact with customers. Connecting with their team, getting the customer facts can be impossible, preventing them to promptly deliver customer service.

Now if these same customer service managers get any of the online CRM products. They’ll have easy and fast access to real time service metrics that will help them take crucial decisions in the spur of a moment. No more waiting to come at the office to take some action.

That’s not it. Even team reports on how their department is performing or any other concrete metrics on how customers rated their service experience can be accessed from anywhere. Inevitably this constant access to key insights can empower the customer service mangers to assess and adjust their strategy whenever required. They can identify trends early and address problems before they get worse to continually improve and deliver the exceptional service customers expect.

2. Collaboration with the Company Experts

Making your customer service team work in a glassed wall is long gone. Today’s modern customer service agents cannot work isolated, alone in their cubicle with only their tip sheet to guide them. They constantly need to collaborate with other departments or experts at the company that might have the answers to customer issues.
With any of the online CRM products in your hand, your business can be equipped with the right mobile technology to make collaboration across the organization easy and fast.

Imagine: When customer service agents can collaborate with the required resources through their phone, how fast can they solve cases? In short, they can capitalize on the expertise of the entire company to ensure that the service delivered is of the highest level.

3. One Unified Platform for real-time Customer Data

The present online CRM products function like customer engagement platforms. So right from the first when the person is just a prospect to the time he becomes a customer and after that – all the pertinent documents/resources get stored in the web CRM solution. And this is where your customer service reps get the benefit. They find all the information they need in seconds, from anywhere. Example –

Need to see a customer’s purchase details? Got. Need to find documentation on the latest product update? Done.
Using just one small business CRM solution, your team no longer wastes time tracking down the right information or answers. The information is served proactively, on any device, anytime, ensuring that your team is always ready to serve the customers.

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