Companies like Amazon and Zappos are lauded for providing outstanding customer service. That has raised the bar for what customers expect from every brand they interact with. No matter your industry, expectations higher than ever. So, it’s critical that customers service reps have the tools, data and autonomy needed to satisfy customers.
In this post, let’s dig a little deeper into some of the key challenges facing your customer service professionals and how Sugar can help organizations meet customer needs from a help desk, a call center, or a social media community.
Here some common challenges we see every day:
We don’t have a holistic view of our customers – Sugar gives your service teams a complete view of your customers with a single marketing, sales and service solution that integrates with your other systems. Empower your service teams to better understand and predict customer health through visibility into previous interactions and past sales history. Sugar helps get your reps out of reactive mode and gives them the data to predict what the customer will next.
Our team workloads aren’t balanced – Sugar optimizes the distribution of cases across service teams. Dynamic workflows route cases to the appropriate agents based on issue priority, team capacity, and agent expertise to optimize efficiency and resolve issues faster. Organizations can bring clear visibility to your business with multiple support queues to segment, track and monitor cases. Sugar’s case routing and assignment workflows synchronize activities across all channels (email, phone, chat, social) to help ensure all support issues are delivered to the right team at the right time with the right level of urgency.
Our response and resolution times are too slow – Sugar helps support and customer service teams ensure they can meet the response and resolution times defined by service level agreements. Support inquiries can inherit initial response times and maximum resolution times from associated account and contract entitlements to ensure all customer issues are handled appropriately. Along with Sugar’s case distribution workflows, managers can ensure cases are delivered to the appropriate teams with the right level of urgency. Dynamic alerts and reports help confirm that support deadlines and milestones are being met and enable managers to proactively manage bottlenecks, resource imbalances or other constraints.
Our Customers Aren’t Satisfied with Support and tell us (and others) about it – Sugar helps businesses get customer satisfaction levels back on track. With reporting and dashboards, teams can easily monitor customer satisfaction scores, ensure proper response and resolution times, and verify that service-levels are being met across all support channels. Organizations can also boost customer satisfaction by creating customer loyalty and advocacy programs and implement account success plans using configurable templates.
We Need to Reduce the Number of Inbound Cases – Sugar’s mobile-enabled portal can help reduce the load on your service teams. Empower customers and business partners with self-service tools including a knowledge base to seek advice or find solutions to issues. Portal users can create support tickets, review history and check the status of cases and bugs anytime, anywhere.
In the digital era, customers are well-informed and they don’t compare the service they receive to your competitor, but to any good customer service provider. In other words, the challenge has been thrown down and its’ up to companies to meet these rising expectations. For more about how Sugar can help address your biggest challenges, check out our new product page.