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Posts Tagged ‘Customer service with Microsoft Dynamics CRM’

How to Easily Solve 4 Common Complaints about Customer Service with Microsoft Dynamics CRM

September 11th, 2014 Ashley Harbaugh No comments

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. 

Microsoft Dynamics CRM - Slow Response Time

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.

Microsoft Dynamics CRM - Providing the Same Information Multiple Times

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.

Microsoft Dynamics CRM - Not Fixing the Issue

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 crm@ignify.com.

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.

Faster Problem Resolution and FCR with Microsoft Dynamics CRM

January 2nd, 2013 Bhavesh Ashani No comments

According to J.D. Powers & Associates’ 2012 U.S. Credit Card Satisfaction Study, the year 2012 marks the third consecutive year of increased credit card customer satisfaction.

With 2012 marking the sixth year of this study, the report measures customer satisfaction with credit cards by researching six key factors: interaction; credit card terms; billing and payment process; rewards; benefits and services; and problem resolution.

The study found that overall credit card satisfaction in 2012 averages 753 on a 1,000 point scale, a significant increase from the 731 in 2011 and 714 in 2010. The 2012 results rank as the highest customer satisfaction levels since the study’s beginnings.

One of the key factors in boosting these customer satisfaction numbers is satisfaction with problem resolution – which gained a 31-point improvement. This increase reflects the efforts that credit card companies have made to improve the handling of their customer problems year over year. According to the report, “credit card issuers have reduced the average length of time to resolve problems in 2012 to four days from five days in 2011. In addition, the study finds that credit card representatives are more likely to provide time frames for resolution, and those time frames are more likely to be met in 2012, compared with 2011.”

With problem resolution being such an important part of increasing customer satisfaction, having the right tool for keeping track of customer issues and solving them efficiently is crucial for improving customer service. With Microsoft Dynamics CRM, you get a comprehensive database for recording and storing customer problems and resolution, ensuring that you give your customers attentive, well-informed service and improve First Contact Resolution (FCR) – a key metric that can define the success of a customer service team.

And as the credit card industry shows, nowhere is customer service more necessary than the financial services industry. In fact, customer service is one of the most important factors in getting financial service institutions to differentiate themselves from the competition. By keeping close tabs on customer data and activities, financial companies gain the 360-degree visibility that supports excellent customer service and – an inevitable result – happy customers.   

With Microsoft Dynamics CRM as a customer issue tracking software, customer service representatives gain an in-depth service database that enables them to keep close tabs on each client. With Microsoft Dynamics CRM’s rich dashboard functionality, customer service reps can see at a glance their case load, and the details associated with those cases.

Microsoft Dynamics CRM provides easy-to-understand, graphic  data representations in the form of dashboards. Users can personalize their  dashboard graphs for key KPIs and also select data that is related to their day  to day tasks

Figure 1: Microsoft Dynamics CRM provides easy-to-understand, graphic data representations in the form of dashboards. Users can personalize their dashboard graphs for key KPIs and also select data that is related to their day to day tasks.

A Microsoft Dynamics CRM dashboard can be configured to display any of the data that is most important for a customer service rep to follow on a daily basis – such as case mix, case priorities, case resolution, case aging, etc. Microsoft Dynamics CRM’s dashboard functionality is particularly impressive in that not only can a representative create their own personal dashboard, but there is also the ability for dashboards to be created and applied across the company, across a specific department, applied to certain roles/individuals, etc. The right information is always placed at the respective person’s fingertips.

All the graphs display data real-time and can be drilled down into. For example, if a customer service manager wants to see information on what problems are being most frequently reported, he can simply drill down by clicking on the chart or relevant slice of a chart to view the underlying cases.

By clicking into the dashboard, a user is able to see the  underlying cases and also a summarized chart showing the types of problems that  are causing the cases to come up

Figure 2: By clicking into the dashboard, a user is able to see the underlying cases and also a summarized chart showing the types of problems that are causing the cases to come up.

In this example, by getting insight into the type of problems that are most frequently recurring, a customer service manager can take proactive steps to work with other teams such as design and engineering and fix the problems that result in cases. For example, one of our customers, a bank, found by using charts in Microsoft Dynamics CRM that nearly 50% of their cases were related to online login and password issues. By redesigning the login page and improving usability, including adding automated ways to retrieve a password, Ignify was able to reduce the customer service costs by 45% and also improve customer satisfaction in the process.

But as a testament to the flexible, configurable system, you can change the information you would like to view in both the chart and the list by clicking the dropdown arrow above the chart and a host of other options appear – allowing you to analyze past history or current cases by whichever parameter you wish to view (see Figure 3). For example, you can see case load distribution by looking at customer cases by owner, or cases by source, e.g. email, phone, web, thus allowing you to understand which inbound channel to staff up for support. This ability to instantly view different data with inline dashboards enables you to get a summary of a lot of information and to gain greater insight very quickly.

Microsoft Dynamics CRM provides the ability to create custom charts and dashboards in seconds using whichever parameters you wish

Figure3: Microsoft Dynamics CRM provides the ability to create custom charts and dashboards in seconds using whichever parameters you wish. 

If you see in the list that there’s a particular case that you want to get more specific details on, or if there’s one you’re personally working on and need to edit or review, you can simply click on the individual case in the list and view the full case record. The case important information as the title of the case (the reason the customer contacted your company); what category the case falls under; the type of case it is (whether it’s a problem, a request, a question, etc.). Microsoft Dynamics CRM can automatically assign a case owner based on a set of rules, or leave this in a queue for the first available agent to pick it from the queue. In addition, Microsoft Dynamics CRM can automatically create follow-up activities such as a customer satisfaction survey or a follow up phone call (see Figure 4). 

Rich details on a case including how the case originated, priority, and hints with potential knowledge base articles can help solve the problem and improve First Contact Resolution (FCR)

Figure 4: Rich details on a case including how the case originated, priority, and hints with potential knowledge base articles can help solve the problem and improve First Contact Resolution (FCR).

A particularly helpful feature of Microsoft Dynamics CRM is the availability of a knowledge base – in other words, a database containing articles on how to troubleshoot customer problems. With this knowledge base, you and your team members are able to write and upload helpful how-to guides on fixing customer problems. Having this database is especially helpful for common questions or issues – by instantly accessing an article that explains how to fix a problem step-by-step, a representative can provide a quick resolution to the problem, which puts the company in a very positive light with the customer.  

What makes the knowledge base really powerful is the ability to automatically recommend knowledge base articles based on the case specifics and past incident history, as shown in Figure 4. This can help customer service representatives improve both resolution time and improve probability to get the case resolved at first contact, thus pushing up FCR and customer satisfaction.

Microsoft Dynamics CRM’s knowledge base provides customer service representatives with a wealth of instantly accessible, highly informative articles on solving customer issues or questions

Figure 5: Microsoft Dynamics CRM’s knowledge base provides customer service representatives with a wealth of instantly accessible, highly informative articles on solving customer issues or questions.

No customer likes to be kept waiting for an answer or a problem resolution – and with Microsoft Dynamics CRM, they don’t have to. If you have any questions about Microsoft Dynamics CRM or how it can help improve your company’s customer service response time, please email us at crm@ignify.com.

Bhavesh Ashani is Vice President of Customer Satisfaction at Ignify. Ignify is a technology provider of CRM, eCommerce and ERP software solutions to businesses and public sector organizations. Ignify has been included as the fastest growing business in North America for 5 years in a row by Deloitte, Inc Magazine and Entrepreneur Magazine and ranked as one of 100 most innovative companies in the world in the Red Herring Global 100 in 2011.