Due to the exponential developments in technology, customers today can view, buy products with just a click of a button. With globalization coming into the picture, competition for each and every product in the market has been rising. The sole aim of the company is to satisfy the customers and as a result, earn high ROI. Customer assistance, therefore, becomes a huge priority.
Problems and implications:
Lack of interaction: Many companies concentrate just on taking the product to customers rather than drawing the customers towards them. Customers need to have an open interaction with the employees’ in-order to understand and make the best use of a product.
Management of queries: Bigger a company gets, more are the queries that they receive from customers. It becomes a tedious task for the employees to look into each one of them and send a valid reply.
Lack of response: Due to time constraints and mismanagement of queries, companies fail to respond to a number of customer complaints.
Customer satisfaction: Most of the companies concentrate on customers until they buy their products. Sadly, after the purchase customers are ignored and this leads to a bad review from the customer side.
Companies like Asista, freshdesk etc. provide the following solutions to deal with the above problems:
Cross-functional collaboration: Features like intelligent user identification and special priority status would ensure privileged support to users’ issues individually. For clients, asset-based intelligent tasks such as categorizing assets, customizing asset fields, assigning assets to specific users, asset-based request generation, automation based asset type, information tracking etc. would help the company to carry out internal and client-based asset management effectively. Enhanced personalization techniques like personalized welcome messages, anonymous request creation wit secured captcha, personalized time-zone etc. would improve the individual experience.
Social reputation: The Social image of a company is very important in today’s competitive business environment. Through real-time monitoring of feedbacks, queries, and concerns on various social media platforms, conversion of posts, tweets, and e-mails into requests etc., customers can be provided with a more interactive experience.
Process automation: Features like the automatic categorization of the requests to the corresponding department, automation of CRM process and support, general purpose integration API, friendly labels, automated service level agreements etc., improve the staffs, make the workflow more flexible, and improve customer experience.
IoT based solutions: IoT provides features like direct reporting of system and business asset health, alerts for the same. Using this technology, companies can be proactive in providing solutions to the clients and also keep their systems/machines in good condition.
Security: Through the provision of SSL encryption for servers, single sign-on feature, automatic bug fixes, upgrades and redundant backups companies can be assured of the safety of data.
Helpdesks: Through multichannel helpdesk feature companies can provide a better customer service through unifying all the information at different platforms at once and providing support based on them. The platforms include chats, e-mails, twitter etc.
Self-service: Features like automated suggestions for a list of problems, setting up and integration of knowledge base to the support portal, SEO solutions etc., provide a self-service experience to the customers which benefits both the customers and the agents.
Reporting and analytics: Through provisions for schedule reports, CSAT report, SLA reports, life-cycle of queries, supervisors can now easily monitor the working of helpdesk and support teams.