How to Achieve Customer Service Excellence with Sugar Serve
Customer behavior is becoming more complex. As a result, companies need to learn how to meet their customer’s expectations. Today, customers look for flawless experiences in their interactions with brands. The answer to all these expectations is easy-to-use and effective customer service software.
Customer service is an essential part of customer experience (CX), and businesses should invest in software that is solely dedicated to providing exceptional service. Platforms like Sugar Serve provide support and help businesses and customer service professionals meet their CX goals.
Keep reading to see how Sugar Serve will help you improve customer interactions and boost customer retention.
Keep a Close Eye on Performance
Sugar Serve’s Service Console features the tools you need to understand customer inquiries and quickly assess your workload. The Service Console will help you offer your customer service representatives an accurate image of your customer’s concerns and issues.
Get a quick look at your current cases from the Cases Tab, and stay up to date with your Active Tasks from the appropriate dashlet. Here, you’ll find information on late, current, or upcoming tasks, so you quickly tidy up your schedule and priority list.
The Overview tab of the Console gives you fast access to nine pre-built reports to monitor your Support team’s performance at a glance, as well as your own, including Open Cases by User By Status, My Open Cases by Status, My Cases Resolved this Month by Week, and more.
Connect with Your Customers
SugarLive lets you build closer relationships with your customers by combining the power of Sugar Serve with omnichannel communications. Built on Amazon Connect’s extensive communication capabilities, SugarLive empowers your support team to quickly respond to service inquiries, regardless of your customers’ go-to communication preferences.
SugarLive’s Live Chat Self-Service lets you incorporate AI-powered chatbots into your website interface, design interactive voice responses for some of your customers’ most frequently asked questions, build intelligent routing processes, and more. For example, the Global Call Center Integration lets you create a global customer support network by offering quick access to global telephony networks directly from your Sugar Serve account.
Give Customers Independence
Customers want a mix of direct interactions with support while proactively finding the solution themselves. Sugar Serve’s Self-Service Portal lets you build an extensive Knowledge Base and helps your customers find answers to frequently asked questions. Through support materials, customers will learn on their own without engaging directly with your support staff. Customers using the Self-Service Portal can also open support case inquiries for questions that require more assistance.
Ultimately, the Self-Service Portal will help reduce costs and create a more personal relationship with your customer base by increasing their independence.
Global Support Capabilities
To assist your customers around the clock, you need to have a clear picture of your global support capabilities.
Sugar Serve’s Business Centers module enables you to create schedules for support centers in different time zones. Additionally, the module will help you calculate your enterprise’s SLAs based on each center’s business hours. For better SLA estimation, the module will calculate this indicator based on each business center’s configured business hours and holidays and the number of support cases assigned to each business center.
When calculating your SLAs, the module will disregard holidays for obvious reasons and account for the total number of support inquiries assigned to each center.
Quickly Manage your Sales Reps
To enhance your customer support capabilities, you need to be fully aware of your available staff at all times. You also need to offer support to your customers around the clock. Sugar Serve features two shift management modules, the Shift and Shift Exceptions modules. These help customer support managers better plan and adapt to changing staffing needs and route support inquiries to the available staff through the Round-Robin Assignment Workflow, one of Sugar Serve’s out-of-the-box SugarBPM process definitions.
The two modules let you assign or unassign staff to shifts, depending on how your staffing needs evolve, and create exceptions to shifts when your team members take time off. The module lets you select the desired Time Zone for your teams, considering the fact that you might manage a global team that operates in different time zones.
It’s a Wrap!
Customers appreciate experiences more than anything, and a good foundation is a better approach to customer service. With the right tools and features, creating outstanding customer experiences can become a reality for any business.
Still curious about how you can improve CX? Get in touch with our team for a closer look at our wide selection of support software!
