Businesses compete with other businesses to win as many paying customers as they can – that’s what business is all about!
Without customers, there’s no business.
Unfortunately, many companies are so focused on attracting paying customers that they forget perhaps their business’s most valuable assets, and that’s their employees.
An unhappy and unmotivated employee won’t serve customers to the best of their ability; so, to create a workplace that’s less stressful for employees with improved overall working conditions, the use of Customer Service Software such as Keeping™ is highly recommended.
This software provides an organized and comprehensive system to increase employee satisfaction and make their working day easier.
Below we’ve listed the main advantages of using Customer Service Software
Every day customer service employees must deal with numerous email enquiries and complaints, which means they’re constantly placed under a lot of pressure to achieve customer satisfaction within the fastest resolution time.
In addition, they’re often required to access a customer’s history and personal information via several databases, thus prolonging the resolution time.
With Customer Service Software, the customer service employee’s stress is drastically reduced because access to all relevant information is available on one platform.
Issues Are Resolved Quicker
When a customer service employee has access to all customers’ information on the one platform they can quickly and accurately resolve inquiries and complaints.
In addition, having easy access to this information means the employee is able to understand the preferences and needs of their customers; thus leading to the quick resolution of their issues.
Keeping™ for instance, offer the ability to reply to repetitive question in just one click using our auto-answers functionality. Watch how it works here:
When a business uses Customer Service Software it creates a seamless experience between customer service staff and customers. The history feature of Customer Service Software prevents any double handling of issues from the same customer.
With Customer Service Software, all customers’ information is located in one place, meaning that staff are not required to check every platform for further data.
Having a customer’s information just a couple of clicks away on one platform leads to reduced resolution time, ultimately resulting in higher customer satisfaction.
As mentioned above, customer information is located on one platform with Customer Service Software, which means that a staff member can assign tickets to other departments or customer service personnel without any complication whatsoever.
The result is a faster resolution time. The simplicity of this software improves the work experience of customer service personnel and encourages them to fully engage in their customer service positions.
Simple Reporting Procedure
Owners and/or managers are able to monitor the performance of their customer service personnel much easier when using Customer Service Software.
The reporting feature contained within the software includes customer satisfaction, resolution time, and the number of tickets handled each day by customer service agents.
The result is that good customer service performers stand out above the rest, allowing employee recognition and rewards for excellent customer service. Of course, the added bonus is that employee satisfaction improves dramatically.
This is how reporting look in Keeping™:
Increased Job Satisfaction
The daily duties of a customer service agent can be tedious and boring; answering the same questions over and over.
However, Customer Service Software allows customer service personnel to respond quickly and accurately to basic questions in just a few clicks, thus allowing more time to focus on real issues.
Building strong relationships with your employees is just as important as building strong relationships with your customers.
The use of Customer Service Software provides customer service personnel with an opportunity to learn about their customers’ preferences and needs.
Both of which are essential to the success of any business!