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Improving Customer Service

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How to keep customers coming back
Improve customer service because customers are everything for growing your business.

Consistently improving customer service skills is important for the whole team to succeed and ensure customers keep coming back. Customers are the core of every business and should always be the number one priority. If your company is selling a product or service this is the reason your business is growing. A single poor experience with a customer service representative can result in a lost customer forever. This is why keeping customers satisfied is so important for bringing in more business. Here are five strategies that will help you improve your customer service!

1. Know your Products and Services

To help the customer, your team members must have a deep knowledge of how your products and services work. Customers may come to you with all types of questions so it’s important your team members can answer these questions effectively. Ultimately your customers rely on you for your knowledge of your product and how quickly you can resolve their issues. 

2. Be Goal Oriented 

Setting a goal to improve customer satisfaction puts your team’s focus on providing consistent customer service experience. To be goal oriented focuses attention on desired outcomes and provides team members with motivation to accomplish tasks. In order to meet goals, employees must demonstrate certain skills such as effective time management, planning, and organization. 

3. Efficient Response Time

When customers have to wait lengthy periods for a response from the support team they can get agitated very quickly and left unsatisfied with your company. In turn they might seek out your competition. By providing customers with prompt responses they are much more likely to continue using your products and recommend your company to their peers.

4. Be Personable

Personalized interactions greatly improve customer service and let customers know that your company cares about them and their problems. When interacting with customers it’s important to have more meaningful conversations rather than your typical automated responses. This will help make their overall experience with your company more enjoyable. 

5. Be Engaging 

The simplest way to improve your customer service is to ask your customer for their feedback. Encourage your customers to share their experiences and pain points. This ensures that your customers feel valued and that their opinions are acknowledged.

Software Integration

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Benefits of software integration
With one point of data entry and no need to switch between different software applications, processing is simpler and quicker.

A growing business can quickly turn into a complex web of software apps, inventory management, accounting, and finance systems. Utilizing a wide range of software can obstruct your chances for success. This has seen a lot of companies turn to single purpose applications to cut down the time spent on project management, billing, help desk support, and other business operation tasks. Software integration is guaranteed to increase efficiency and productivity.

Most business organizations use various software platforms, it can be difficult to make all of the systems work together. Multiple software solutions can slow down your process and eventually break your system. The goal of software integration is to get IT systems to work together, so costs are reduced, and the speed of data and information transfer is increased. Integration is not only used to connect an organization’s internal systems, but to also integrate third parties that organizations operate with. More importantly, software integrations can be designed so that you don’t lose any valuable information when they interface.

Cost Efficiency

Maintaining multiple systems is expensive and requires substantial IT resources. Depending on the number of systems, the cost can quickly add up. Consequently, valuable IT time that could be used to make the business more productive is wasted, while maintenance costs significantly increase. An integrated software solution eliminates the need for repetitive tasks. As a result, essential tasks can now be completed more efficiently while using the same resources, reducing unnecessary costs. This not only saves you money but also valuable time and effort that would otherwise be spent training employees to use a new system.

Integrated software helps achieve higher efficiency by eliminating the need for repetitive manual data entry. It is also easier to train employees on a more simplified system rather than various platforms. All information is saved in one location, so you do not have to spend extra money for additional storage of multiple systems. Not only will this lead to better organization but also to less stress when locating where information are stored for informational and reporting purposes. This also helps you save time, so you can prioritize more important tasks efficiently.

Ultimately your data will be easier to access and report on across the enterprise. Your IT team will be far more productive in a short period of time.

 

5 Ways to Upgrade and Improve Customer Service

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Five ways to upgrade customer service

You should continually strive to improve and upgrade customer service because your customers are everything. Period. If you are selling a product or service, the customers who do business with you are the reason why your business is growing. Whether they have a good experience or poor experience, they will discuss their experiences with others, resulting in new customers flocking to your business or current customers leaving for your competition. Here’s how to avoid losing customers and make your customers fall in love with your company!

In a business, regardless of the industry or product offerings, customer service usually takes a back seat to build a great product or service portfolio. But why is this the reality? In today’s uber-competitive world of Fortune 500 companies and newly minted startups, customer service and customer happiness should be at the forefront of everything businesses do. That is why companies ranging from Dominos Pizza to the University of Michigan Health-West and everything in between leverage smart software to help clients to help themselves or allow staff to assist customers quickly and effectively.

1. Be Knowledgeable

Knowing your product offerings is paramount to being a successful customer service team member. Not only does it help with the delivery of your answers and gives more clarity, it also allows you to be much more effective in communicating your answers which makes customers get the information they need faster. In addition to this, as a customer support rockstar, being agile and helping with unexpected issues or requests will showcase you and your company’s attention to detail.

2. Be Goal Orientated

Making it your mission to help customers get to the “light at the end of the tunnel” will not only increase customer satisfaction but also allow you to service more customers with less effort. Being goal-orientated also changes how you engage with and interact with customers looking for help. For example, if a customer is in urgent need of help, you will be used to help them resolve their issue as quickly and as effectively as possible. This gives your organization the perception of speedy, helpful and reliable service on top of an already great product offering.

3. Quick Responses

No one likes waiting. Honestly, when was the last time you enjoyed listening to elevator music for more than five minutes while waiting to speak with a representative or waiting a few hours for a reply to your email request? Definitely not me! Being quick to return requests allows your customers to know that you care a lot about them and are willing to help when they need you the most.

4. Be Personable

Robotic responses are a pain and giving a personal touch makes all the difference when your customers need help. Things like asking about your client’s day will make the conversation much more meaningful and you can connect on a more personal level. Putting a smile on their face will make their overall experience much more enjoyable.

5. Be Engaging

Following up with customers a few days later to make sure that you were a help to them. This ensures that your customers are being taken care of. In addition to this, asking for feedback is paramount to making a highly successful customer service offering and will allow you to make changes as needed.

5 Actions Service Companies Can Take to Improve Customer Service

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Within your service business, there is a tremendous opportunity to improve customer service and operations.

Opportunities for improvement include:

  1. Improving response capability,
  2. Understanding operational risks,
  3. Exceeding your customers’ expectations,
  4. Increased security

Here are five things you can get started on that will put you in front of the crowd and make your customers love you even more.
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How Help Desk Software Helps IT Companies Improve Service

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Help Desk Software Helps IT Companies Improve Service 

With the level of competition out there, you simply cannot afford to cut back on the solutions that will ensure that you offer excellent service that has been proven to improve customer loyalty and increase sales. These days, consumers have no hesitation about expressing their dissatisfaction with products and services. And with the rise of social media, they have a channel to release their rants and bad reviews which can be viewed by their entire network and even be shared. 

It’s important now more than ever to leverage help desk software that can significantly improve your customer service. Here are 3 ways that help desk software helps businesses like IT companies improve their service: 

Gain Customer Insight 

When you receive tickets from your clients, you’re not just being flooded with issues but you are also gaining valuable insight into what your clients want. Your help desk software collects important data that gives your team enough information to avoid future issues so that you can avoid losing sales. 

You can discover what issues your clients encounter the most. TeamHeadquarters, a Service Desk application, has a help desk component that uses problem management to help you manage large volumes of tickets relating to a common problem. Not only would you be able to resolve the issue more efficiently but you would recognize which incident arises the most frequently.  

Improve Business Decisions 

With customer support software integrated with your other business systems and all your departments have to access it, the decision-making process is improved across all levels.  

Furthermore, you can use it to measure the key metrics that your employees can use to allow them to improve consistently. Not only is your team addressing customer needs more adequately but communication across all departments is improved.  

Related Content:
Project Management Decisions Define Project Success
Project Management Resource Insight  

Increased Office Efficiency  

When the client’s data history is readily available because it is searched quickly, customer support doesn’t need to have the customer repeat what their issues are. The central system easily pulls up their account and issues can be resolved right away.  

And because incoming tickets, incoming responses, and updates, are all connected by one platform, agents are saved from having to log in and out of multiple websites just to gather all the customer details that they need.  

Help desk software is also an excellent tool where the support team can discuss specific tickets. They can communicate directly with the software where all the data is already stored instead of having to have physical meetings or phone calls. This is a much more efficient way for issues to be resolved and for your staff to carry on with other tasks.  

TeamHeadquarters provides your IT services team with a secure, role-managed ticketing system that includes an easy-to-use, responsive interface. Service Desk contains essential components of Gartner’s ITSSM Tools and ITOM. Your team and customers benefit from limitless ticketing, problem management, file management and integrated scheduling and time tracking.  

Click here for your free demo