Customer Service Management

The explosion of social media has changed the business-to-consumer landscape. A couple of points will elucidate this fact. 34% bloggers post opinions on brands and products on their blogs and 78% consumers believe them. It’s a fact that Facebook knows more about your customers than you do.
So, what are you doing about it? If customers are talking about your brand on social networks, shouldn’t you be listening to them carefully?

Customer support management in the new age is all about being proactive and creating cases for quick resolve. There are four clear steps for proactive online social customer support.

1. Keep an ear to the ground and listen to what they say and wherever they say.
2. Address customer’s problems using data captured and collected through various sources and analyze it using data analytics technique. Salesforce.com CRM provides resources like dashboards and real time service reports which provide these insights.
3. Relate if the problem is regarding the product, service or end user support.
4. Act, if possibly, real time and through the social networking medium of the customer’s preference.

Benefits

• Track customer satisfaction in real time in order to address problems immediately and enable better customer retention
• Provide support teams anytime, anywhere access to customer information—ideal for remote support employees
• Link sales, service and fulfillment organizations to drive more revenue
• Accelerate case resolution times by providing support reps with complete customer visibility
• Increase response accuracy and reduce response times with an integrated knowledge base
• Use case escalation rules to ensure that your most valued customers always receive the proper levels of support

  Key Features

  • Case Management

    • Cut costs and improve workflow by automating the business processes associated with customer support case assignment, management and escalation
    • Route cases intelligently, enabling fast, efficient prioritization
    • Respond to customer cases across a variety of mediums, including e-mail, phone and fax
    • Log and analyze e-mail communications in order to better serve current and future customers
    • Route and track support cases according to product, issue, case type, partner or customer, giving customers a specialist in each area to address their concerns
    • Enable online case creation and self-service case updates.

  • Knowledge Base Software

    • Build an effective online knowledge base to help customers get the answers they need, when they need them
    • Give customers and partners 24/7 access to customer service at a much lower cost than staffing your phone lines around the clock
    • Organize and publish information into different types and levels of topics and solutions
    • Give service reps access to a complete knowledge base, enabling them to respond faster to customer issues and reducing the learning curve when bringing on new reps.

  • Customer Portal

    • Give customers real-time access to such data as order status, order status tracking and return authorizations
    • Drive more return visits and greater customer loyalty
    • Give customers the ability to enter trouble tickets online 
    • Customize content to create a true one-to-one marketing platform, letting you publish information to specific prospects, customers or entire groups.

  • Time Tracking

    • Automate and streamline the time tracking process, consolidating it quickly for reporting and billing
    • Keep accurate customer records by managing time within your CRM system rather than in separate systems
    • Get complete visibility into how your service and support teams are apportioning their time
    • Track time more accurately and use real-time metrics to improve time management practices.