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Posts Tagged ‘Improving Customer Service’

The Universal Banker: Using CRM for Banks to Provide the Outstanding Service Customers Demand

November 24th, 2015 Ashley Harbaugh No comments

While consumers are increasingly engaging with banks through mobile devices, that doesn’t mean the job of the teller is dying – far from it. Bank tellers are instead evolving into a role that is quickly adapting to better serve customers’ new expectations and demands: the universal banker.

People enter brick-and-mortar bank locations because they need one-on-one interaction to answer a question, resolve an issue, or get educated on something specific. Those customers don’t want to sit around waiting, and they don’t want to be shuffled across departments. They want to walk into the bank, speak to the nearest representative, and have that representative handle their needs.

And that’s where the universal banker comes in. Customers are used to getting lightning-fast answers from a Google search on a smartphone – they expect from a bank rep the same in-depth knowledge, and speed in getting that knowledge, that the Internet delivers.

Getting Insight with CRM

A customer relationship management (CRM) system is an important first step in equipping bank reps with the information they need to quickly, and effectively, serve customers. Ignify’s CRM for Banks solution is specifically tailored to banking institutions’ customer service processes, and provides a valuable tool for productive, efficient customer service management.

CRM for Banks contains a comprehensive customer database that stores all bank customers in a central, standardized repository. Reps can simply type in a customer’s name in the search bar, and immediately be directed to the customer’s CRM record.

The CRM record provides a detailed outline of the customer’s engagement with the bank, allowing reps to instantly view the customer’s account transaction history, past interactions with bank reps, and specific bank preferences. A bank rep can use this information to identify cross-sell and up-sell opportunities that would best match the customer’s preferences and history, and can share this with the customer during their discussion.

The customer records also show multiple accounts that a customer belongs to. For instance, if a customer’s company and personal account are both with the same bank, that bank can see the customer’s activities on both accounts. There’s no need to toggle between different systems; CRM for Banks keeps customer information in one user-friendly place.

CRM for Banks’s customer record provides important customer information (contact details, etc.), and includes a history of the customer’s previous interaction with the bank (such as if they called in with questions, if they had any issues, etc.).

CRM for Banks’s customer record provides important customer information (contact details, etc.), and includes a history of the customer’s previous interaction with the bank (such as if they called in with questions, if they had any issues, etc.).

Access Information Quickly with the Knowledge Base

The quicker a customer gets what they need, the better. Giving bank reps the ability to quickly search and locate collateral that helps the customer is an effective way to speed up issue resolution.

CRM for Bank’s Knowledge Base is a consolidated database of all documentation, whether it’s in the form of marketing collateral, step-by-step guides, or answers to frequently asked questions. Bank reps can search for articles using keywords, or search by article category, and then select the article that is most helpful. Bank reps have the ability to upload and share links to articles in the database, making collaboration easier.

The CRM for Banks Knowledge Base provides banks a consolidated repository of documentation, allowing bank reps to find the articles that will help them better assist customers with questions, or requests for more information.

The CRM for Banks Knowledge Base provides banks a consolidated repository of documentation, allowing bank reps to find the articles that will help them better assist customers with questions, or requests for more information.

By keeping the customer experience at the forefront of customer service initiatives, banks will more smoothly transition into the digital era of banking without losing the personal touch of the brick-and-mortar location. For more information on how CRM for Banks can strengthen your customer service processes, please email banks@ignify.com.

Ashley Harbaugh is a Marketing Coordinator at Ignify. Ignify is winner/finalist of the Worldwide Microsoft Partner Award in 2014, 2013, 2012, 2011 and 2010, and offers eCommerce, ERP, CRM, Order Management and POS solutions based on the Microsoft Dynamics line of products. Ignify has been included as the fastest growing business in North America for seven years in a row by Inc. Magazine and Deloitte in the FAST 500 from 2008 to 2013.

3 Tips for Converting Online Merchandise Returns into Customer Returns

September 16th, 2013 Ashley Harbaugh No comments

Merchandise returns – I know the term is enough to make any retailer groan. We’ve already covered in a previous blog article the ways that you can try to prevent merchandise returns from happening, but they are still an unavoidable part of the retailer’s life.

Given that Americans return 9% of all retail purchases each year – which translates to approximately $264 billion worth of goods, according to InvestorPlace – returns are not going anywhere anytime soon.

With such significant numbers of customers heading to the return aisle, it’s important for retailers, especially online retailers, to keep in mind that returns management is another exciting opportunity to wow your customer. And when customers are happy, they keep coming back.

Read our three tips below for optimizing the merchandise returns process, and for giving your customers a reason to visit again.

1. Self-Service Return Capability

Online shoppers are an independent bunch. Equipped with technology that enables them to research or purchase whatever they wish, whenever they wish, customers want the same freedom when it comes to returns – they want to be able to return items whenever they like.

By enabling self-service returns, online retailers give customers crucial power and control over their purchasing decisions. With Ignify eCommerce, customers can easily create new return requests from their My Accounts. While creating new return requests, customers can select a return reason code that can determine the lifecycle and treatment of the return order.

Self-Service Return Capability

By including a selection of return reasons in customers’ return request forms, you gain crucial data regarding their return behavior, which helps you to better market and merchandize accordingly. 

For example, you can set up your return policies in the system so that the reason return code entered by the customer determines the refund amount that the customer will receive. For instance, a “Damaged Merchandise” return reason code could mean that a customer would receive a full refund; or a “Changed Mind” return reason code could provide a partial refund. You also have the ability to configure your e-commerce store so that customers are able to return an entire order, an order line, or just a partial quantity on the order line.

With this flexibility, if a customer orders multiple items but only wants to return one, then he does not need to return the entire order – which means merchants do not have to process multiple returned items, and thus lose out on those revenues, for the sake of one.

2. Visibility on Return Status

Not only has technology made customers want the instant ability to complete whichever action they want (purchasing, returning, etc.), but it has also made them want, and expect, the newest updates.  Just look at social media –– everyone is always connected to their social networking sites, constantly on the lookout for new happenings in their friends’ lives, or posting their own new life events.

By allowing customers to view the status of return orders – such as Being Processed, Item Received, and Return Completed – merchants communicate to customers that their returns have been recognized and are being handled. Essentially, the anxiety and guesswork of a customer returning an item is eliminated.   Customer service representatives also have the ability to see return statuses, providing full visibility should a customer contact them to verify the placement of a return order.

Visibility on Return Status

Providing customers with up-to-date statuses on their returned merchandise gives greater visibility into the process – which helps put their mind at ease that their return is being handled.

3. Customizing Special Offers Based on a Customer’s Return Information

So you’ve given a customer an easy, smooth, and painless item return process – that’s where the return engagement ends, right? Wrong!

Without a doubt, giving customers an outstandingly simple item return process is absolutely crucial. If they don’t have a good experience making a return, then it can make them look at the entire purchasing process in a negative light – which means there’s a definite chance they won’t want to purchase from you again. 

But in addition to providing excellent return service, if you want to really differentiate your business from your competitors in regards to return service, send targeted promotions based on your customer’s returned merchandise, or on their reasons for returning.

For example, if a shopper says that she decided to return a shirt because she simply changed her mind, follow up with an email campaign sharing the cool new sales on all the tops in your store, or on new shirt arrivals, etc.

Or if the reason that a customer returned an item was because it was broken or not working properly, you can send him a small discount coupon to redeem on his next purchase.

By personalizing offers according to customers’ desires and behavior (even for customers in the return line), you convey to your customers that a) you value their business; b) you recognize them as individuals, not just a nameless and faceless mass; and c) you appreciate them spending their time and money on your store. When people feel sincerely valued, then they will feel comfortable visiting and purchasing from you again – even if they had a previous experience where a product didn’t work out.

Merchandise Returns: Another Customer Service Touch Point

It’s important to remember that merchandise returns are another touch point with customers, making it another way for you to build and strengthen those customer relationships. Optimizing every interaction with customers is a way to keep expanding your customer base – which translates to maximizing potential revenues. And what better way to make your store stand out than by creating an exceptional customer experience in the place that customers expect it the least? 

For more information on how you can optimize your e-commerce sales channel, please email us at ecommerce@ignify.com.

Ashley Harbaugh is a Product Marketing Specialist at Ignify. Ignify is a technology provider of CRMeCommerce and ERP, software solutions to businesses and public sector organizations. Ignify has won the worldwide Microsoft Partner of the Year Award in 2013, 2012 and 2011. Ignify has been included as the fastest growing business in North America for 7 years in a row by Deloitte, Inc. Magazine and Entrepreneur Magazine from 2007 to 2013.