January 27, 2023 Peggy Xenos 4 minute read

Customer service software: how a unified solution can benefit company and customer

Customer service plays a coveted role in many organizations. Throughout various industries, implementing a modern, unified customer experience software while simultaneously keeping costs at bay can be a challenge – yet one worth overcoming, since it can significantly boost customer loyalty. 

Intelligent customer service software solutions create a central point of contact for ticketing processes and customer requests in the company. Its customer-centric approach not only benefits the customers with their specific needs, but also the company offering such service.

The provision of a modern unified experience including quick reaction and access to one unified platform is a challenge for every company. On the one hand, the aim is to offer customers the possibility to manage, submit and track service requests and progress easily online. On the other hand, from a cost and labor-saving perspective, companies need to reduce the demand for call center resources. In order to significantly cut call traffic as well as task execution time, they need to unify customer data and automate the transfer of data into systems and automate processes. The premise is to stay flexible whilst driving productivity and efficiency for outstanding customer service.

Customer service software: process and workflow support for efficiency gains

In order to drive productivity, maximize efficiency and at the same time help deliver outstanding customer service, customer service software needs to be process driven and designed for workflow coverage. This includes customizing for the support of individual internal processes and adaption to individual business-specific needs such as automated responses, ticket management, and self-service portals. Furthermore, such a solution should integrate existing systems with zero coding efforts, e.g., ERP, CRM, or accounting software.

As a positive consequence, companies gain a complete view of customers with a single touchpoint on one platform - seamlessly enriched with data and information from other relevant systems. The advantages for the customers are obvious: by streamlining and managing incidents with costumer service software they can keep customers informed all the time, channel quick resolution and provide flexibility as well as outstanding support. All this is to make customers happy and nurture long-term customer relationships.

Customer support platform: customer information and retention management

Modern customer service software can improve transparency in customer relations and thus significantly support companies’ efforts to build trust and confidence as well as customer satisfaction. This type of platform provides tools for storing and organizing customer information, such as contact information, purchase history, and communication history. This information can be used to personalize interactions with customers and provide them with more relevant and timely support.

By streamlining and improving the customer support experience customers profit from easy access to transparent status updates and the possibility to directly contact service experts for requests. Apart from being empowered to self-serve in many fields, customers are given the possibility to choose their means of choice to automatically receive all relevant updates: e.g., email, SMS, or mobile app. This unified customer experience significantly supports customers’ satisfaction and long-term retention.

Unified customer support: manage customer incidents from a single view

The heart of every customer service software is a unified ticket management platform connected with data and processes of a highly developed ticket scheduling technology. Based on that, auto-generated service requests can maximize performance with no-touch ticket assignment and automatic notification. A comprehensive dashboard also enables precise scheduling of agents based on customer history, expertise and location, allowing full visibility into requests, incidents and customer history as well as seamless communication and access to all data. For successful completion, all required tasks are captured and service requests automatically updated with access to all relevant data.

Apart from coordination and quick resolutions between agents and service operations teams, customer service software also enables forecasting contact center resources as well as volume per month and serves as a basis for balancing schedules, staff needs and surges. To support audits, compliance reporting and forecasting, data and tasks are tracked within service requests. For SLA compliance the analytics dashboard enables alerts as well as critical tickets and notifications to be displayed.

Flexibility and outstanding customer service for customer-centric companies

In order to enable a positive customer experience and nurture customer loyalty whilst at the same time gaining efficiency and cutting costs, a modern, unified customer service solution today represents the linchpin for the customer-centric approach of companies. Unified ticket management and ticket scheduling with seamless communication enable smooth coordination and quick resolutions – not only between customers and agents, but also between agents and service operations teams. Reduced call center resources by achieving higher service levels justify the key role of customer service software in modern organizations throughout all industries.

Fieldcode has supported seamless FSM integration with customer service solutions for businesses around the world.  To start implementing, create a free account here.

Or schedule a personalized demo session, customized to meet your organization’s specific needs and see how implementing Fieldcode can advance your mobile workforce, help optimize your organization’s field operations and deliver superior customer service.

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