Standing Out from the Competition with the Right Customer Service Software Solution
In addition to your team, tools that focus on customer service are an essential factor for long-term success.
With suitable digital solutions, you meet the expectations of your customers, ensuring top-class service at all times, at every location and across all channels. This enables you to increase trust in your company and consequently customer loyalty.
A single poor service experience is sufficient for about half the customers worldwide to defect to the competition. Thus, you need to ensure that all relevant departments have a 360-degree view of previous activities and touchpoints of customers. This contributes to a seamless user experience.
With the right customer service tool, you impress your customers through personalisation, quick responses, quality, consistency and flexibility. Furthermore, your team benefits from consistent and transparent data as well as automation.
Together with you, we develop the right strategy, find a suitable system and even provide support after the implementation of digital solutions for your customer service.
Benefits of a Customer Management Tool
Automate Your Company's Workflows
Increased service availability leads to an increase in enquiries. Automate your recurring processes and reduce your service team's workload while maintaining high quality.
Improve Customer Loyalty
Customer loyalty and satisfaction depend on quick and efficient communication. With the right customer service software solution, you build positive relationships with your customers.
Create a Personalised User Experience
Purchasing history and information are documented and stored. This allows you to offer your customers personalised solutions and significantly improve the customer experience.
Efficiently Record Your Customer Enquiries
The tool automatically records, categorises and prioritises incoming enquiries, which are then forwarded in a targeted manner to an adequate and available employee, ensuring that no enquiry is lost. Hence, nothing stands in the way of fast and precise processing of customer enquiries.
Omnichannel Communication with Your Customers
A customer management tool helps collect customer enquiries that come through different channels. This allows you to respond quickly and independently of the channel. Moreover, enquiries can be allocated and processed more efficiently.
Establish Service Teams as Brand Ambassadors
A higher level of service surely leads to increased customer satisfaction. In addition, establishing your team as an effective touchpoint for your customers can positively influence customer loyalty, corporate image as well as upselling and cross-selling. The collection of customer feedback by your service team also helps identify trends and changing needs at an early stage.
Facts and Figures
reduction in waiting times can be achieved if customer service benefits from a modern CRM platform.
of customers are upset when their call is forwarded between departments.
of customers expect an answer in less than five minutes when chatting with a company.
Software Types for an Optimal Service Level Across All Channels and for Different Customer Requirements
Different tools help you manage enquiries that come from various channels.
While phone calls, e-mails and personal conversations were the primary means of communication in the past, customer enquiries are now also received via digital touchpoints, for example through online forms, social media, knowledge databases, customer portals, online chats, mobile applications, SMS, online communities and video support.
It is essential to meet customer requirements and the associated service expectations. Relevant factors include customer age, industry, complexity of your products and range of offers.
These tools help you simplify and optimise communication with your customers:
- Help desk software
- Live chat software
- Customer self-service software
- Social customer service software
We are happy to provide you with comprehensive advice on the systems suitable for your company.
Examples for Optimising Your Services
Case Management Software – Faster Processing of Customer Enquiries
Potential Challenge
One of your customers has problems with their order and calls your service hotline. The service agent responsible first has to ask the customer for details such as their name, customer or order number to be able to check the order status in the ERP system and process the enquiry.
Our Solution
With case management software, you can bring together all incoming enquiries in one system, regardless of whether they are received via e-mail, online form or phone.
Based on the e-mail address or phone number, the customer is recognised. The service agent responsible has immediate access to all necessary customer and order information, allowing the enquiry to be processed much faster.
Build a Knowledge Database – Quickly Deliver the Right Answer
Potential Challenge
Training your service staff for every conceivable service enquiry would be extremely laborious and time-consuming. Several service enquiries come up frequently, requiring a consistent approach.
Moreover, your service staff is extremely busy with customer support via e-mail, phone and live chat, which means that your customers are spending more and more time on hold.
Our Solution
You can enable your service agents to provide efficient customer support by creating an internal knowledge base that also offers keyword- and IT-based suggestions. This way, your team always has the necessary guide at hand. This can be used in certain enquiries to ask the right questions and save valuable time.
In addition, comprehensive FAQ sections and self-service portals can provide your customers with the required support even before they find the need to get in touch with your service staff. Chatbots can also automatically take up several enquiries. Consequently, your customers can arrive at a solution much faster, further reducing the workload of your service staff.
Technical Customer Support Benefits from IoT and Machine Learning
Potential Challenge
Your company has a wide range of machines used by different customers. This presents your service staff with the challenge of keeping an overview of errors and defects. Moreover, you must keep note of which machine is used by which customer.
Our Solution
New technologies such as IoT and machine learning can help automate customer support and after-sales services.
If one of your customer's machines is defective, a service enquiry is automatically triggered with the technical service agent responsible. In the cloud, the service agent has all the relevant information at their fingertips: Which machine has triggered which claim for which customer? With the help of machine learning, your customer support even receives a notification before a defect occurs on the customer's machine.
The Following KPIs Help Measure Your Service Success
- Customer satisfaction
- Average response time
- Revenue
- Customer loyalty
- Average processing time
- Transaction volume per employee
- Employee experience
- Adherence to service level agreements
- Problem resolution at first contact
- Cost per contact
- Customer lifetime value
- Effort for customers
- Problem resolution by customer through self-help
We Find a Suitable Solution Together
Our Services Before the Implementation
- Evaluation of your requirements
- Assistance in system selection and identification of the required functionalities
- Examination of which service processes can be automated
- Analysis of the current service level and the processes of all departments involved
- Development of a successful strategy
Our Services During the Implementation
- Implementation of the selected system
- Creation of the necessary interfaces to the existing systems
- Complete migration of existing data
Our Services After the Implementation
- Training of your employees
- Support with daily business and, if required, with subsequent updates
- Set-up and customisation of dashboards, workflows and automations
- Knowledge transfer for enhancing the service level and optimising processes
Examples of Successfully Implemented Projects
FAQ – Frequently Asked Questions About Customer Service Software
What is customer service software?
Customer service software is a cloud-based platform (software as a service – SaaS). It assists companies in making their customer service more efficient and faster. On-premises solutions, which include purchasing the solution and installing it directly on the company's server, are a clearly declining trend.
Through various features of a suitable tool, you can automate, simplify and optimise service processes. If customers have questions, they can get in touch with your company more easily. The faster and more effectively you respond to your customers' enquiries, the better the effect on customer satisfaction, customer loyalty and conversion rate.
What must be considered when selecting a suitable solution?
Before you decide on a particular tool, you should have a clear idea of the system requirements. The following questions are helpful when making a selection:
- Does the system offer all the required functionalities and can it be flexibly adapted to your requirements?
- Can the selected tool be integrated into your existing system landscape? Does it fit your company's strategy and culture?
- Can the solution cope with your corporate growth and a high number of customer enquiries?
- Is the tool user-friendly and intuitive for your service team?
- How and when will you be training your employees in using the customer service platform? Have you already analysed the requirements of your team?
- Does the tool adhere to all data protection regulations?
- Does the system cover all touchpoints that have been discovered in the customer journey analysis?
Are you interested in further information about the implementation of a suitable platform? You can find more interesting insights in our white paper.
Who is a customer management solution suitable for?
A customer service tool is suitable for companies of all sizes and from various fields, including consumer goods, retail, energy, automotive, pharmacy and healthcare as well as industry.
How can the service level of your company be measured and what are the minimum requirements?
The criteria and indicators that are to be used for measuring the service level vary from company to company. Whether a KPI is considered to have been fulfilled depends on the goals you have set for yourself. For this, the target group and the products and services you offer must always be taken into account. The following KPIs are some examples that can help you measure your service level:
- Customer satisfaction
- Average response time
- Average processing time per enquiry
- Number of customer enquiries per agent per day
- Escalation rate
To achieve a certain level of customer satisfaction and loyalty, certain standards of service should always be maintained, which are as follows:
- General availability: Are enquiries received via different channels processed at all? Which channels are generally available to customers?
- Response time: It should not take several days for customer enquiries to be processed by your company.
- Expertise of the service team: Your team should have the necessary knowledge and skills to be able to resolve customer enquiries.
- Social competencies: Your service team should be friendly and empathetic.
What are the current trends and challenges in the field of customer service?
The requirements of your employees and customers are constantly changing. Enquiries and complaints are no longer addressed to your company only through phone or e-mail. It is essential to always keep track of the trends, developments and requirements of your customers and employees.
The following are some examples of these:
- Self-service portals make it possible for complaints and enquiries to be independently resolved, enabling waiting time minimisation and cost reduction.
- Loyalty managament helps build and maintain long-term customer relationships through personalised offers and discounts.
- Sustainability is becoming increasingly important for companies. People attach great importance to environmentally conscious behaviour and expect the same from companies.
- The use of artificial intelligence helps with the automation of processes and chatbots in customer service. This increases efficiency and customer satisfaction.
- A positive working environment and satisfied employees also significantly contribute to a positive customer experience. Therefore, service teams should be trained and motivated to ensure high service quality.
We Work with the Following Solution Providers for Customer Service Software
Additional CRM Services
Do you want to learn more? I'm looking forward to hearing from you!
Nadine Kannengießer
Account Executive
Digital Business
