Providing high-quality customer service is not just a nice PR tactic for companies – it is absolutely crucial for maintaining a business advantage.
Today’s technologically connected and well-informed customer is the ultimate business driver. She can access information with just a click of the button, and has zero patience for wasting time, money, or energy.
Customer service is an interaction point that’s critical in either cementing or souring a relationship with that customer. And with businesses becoming ever more competitive on price and products, strong customer relationships are rapidly turning into the key differentiator.
With the right tools and knowledge, customer service representatives are able to give their customers the stellar service they deserve, creating loyal brand champions in the process.
Microsoft Dynamics CRM provides valuable customer service features that help reps respond quickly, efficiently, and effectively.
Check out the four common complaints about customer service that people voice, and see how Microsoft Dynamics CRM solves each one.
Complaint #1: Slow Response Time
I think everyone has experienced the frustration of being put on hold, waiting until the next agent is available. The longer a customer has to wait to access a human being, the greater the annoyance – and annoyance is not an emotion that gets customers to return.
Microsoft Dynamics CRM helps increase response speed by allowing reps to turn emails or calls into cases with just a click of a button, which then automatically assigns the cases to the appropriate service reps (these assignment rules are based on workflows set up in the system by the company).
Emails can also conveniently be tracked and stored in Microsoft Dynamics CRM on the customer account, allowing reps to see the full correspondence between the customer and other agents.
These workflows can also be set up where if an agent doesn’t respond to a request in a specific, allotted amount of time, the request gets escalated to their manager.
The ability to easily track and store emails in Microsoft Dynamics CRM provides customer service reps correspondence between the customer and the agent, which gives agents a helpful tool for understanding a customer’s interaction history with the company.
Complaint #2: Getting Transferred to Different Departments
It’s not uncommon for businesses to have certain representatives or departments who take incoming service requests, and who then pass those service requests to different representatives or departments. But while understandable, it doesn’t mean people like it.
Microsoft Dynamics CRM can help soothe a customer’s irritation by providing customer service representatives with dialog scripts – phone prompts that guide the agent’s interactions with the customer. By providing different dialogs to different representatives, you convey to your customer that they’re on the right track to getting their issue resolved, and that they’re talking to the right people.
Complaint #3: Providing the Same Information Multiple Times
This complaint goes hand-in-hand with Complaint #2. If a customer is transferred to different agents, the last thing he wants to do is repeat information he already said.
Microsoft Dynamics CRM eliminates this problem with an in-depth customer database, providing contact records that detail customers’ contact information, as well as the customer’s previous interaction history with the company.
When agents add new information and save it, any person who has the permissions to access that contact is also able to see that information. In other words, customer service agents are able to see what the previous agent has written, so that when a new agent is working with that particular customer, he can immediately move forward with providing the information or service that the customer needs.
This database also prevents the other common customer complaint: being put on-hold while an agent retrieves information. With case search functionality in Microsoft Dynamics CRM, an agent can simply type in a customer’s name, and the case record will instantly pop up.
Case records are presented in a consistent and familiar fashion, providing customer service agents with an in-depth look into the customer, the issue that needs to be resolved, and the steps taken to resolve it.
Complaint #4: Not Fixing the Issue
Perhaps the most severe blow to a customer relationship in a service situation is not fixing the customer’s issue. Why would a customer want to return if a) they had a problem with a product, and b) the company they bought it from didn’t help them with the problem?
In addition to offering a customer database, Microsoft Dynamics CRM provides a knowledge database. This Knowledge Base is a powerful collaboration tool that supports customer service team members; agents are able to access and upload any pieces of information or documents that are helpful in identifying and resolving common issues or customer complaints. Agents can also directly email customers the articles that are in the Knowledge Base as well.
By being able to first search to see if the customer’s issue is one that has a readily available solution, and then having the solution handy, customer service representatives are able to cut down on problem resolution time, and get a happy customer.
The Knowledge Base in Microsoft Dynamics CRM allows service reps to upload any articles, how-to articles, guides, etc. that would assist in answering common questions or issues. The ability to type in an article title or issue topic in the search field allows agents to quickly locate and use the right article for the customer’s issue.
CRM: Helping Keep Customers Happy
It’s not enough to just give customers adequate service; businesses must go the extra mile to compete. If you would like more information on how Microsoft Dynamics CRM can boost your company’s customer engagement, please email us at firstname.lastname@example.org.
Ashley Harbaugh is a Marketing Coordinator at Ignify. Ignify is a technology provider of ERP, CRM, eCommerce, and Point of Sale software solutions to organizations. Ignify is winner/finalist of the worldwide Microsoft Partner of the Year Award in 2014, 2013, 2012, 2011 and 2010. Ignify has been included as the fastest growing businesses for seven years in a row by Deloitte, Inc Magazine and Entrepreneur Magazine from 2007 to 2013.