Why automate your Customer System is the best decision you can make for your business?
In the era of digital transformation, automation has been more than an option for companies.
Among the reasons that lead a company to automate its Customer System, we find:
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Inefficiencies in the client system. When not having a proper assistance console, increases the risks of losing customers, having misunderstandings, giving incorrect information or simply having poor performance.
Duplicity and obsolescence of documents. When documents are managed manually or through Excel sheets or Word documents and shared by email, documents are often duplicated, lost or not working with the latest version, and even documents can be confused.
Difficulty accessing information. When a tool is not available to automate customer service management, it is complex to access the information at any time and from any place, especially when the organization has several branches.
Difficulty sharing information. Moving from one system to another to transfer information or leave group reminders, deliver automated information after a certain action, is complex when there is no system that integrates all parts of the process.
Administrative work overload. Work overload for both those who provide customer services and for those who oversee the service generates a waste of energy and resources. And they increase the risks of obtaining inefficient document management, unrealistic indicators, incomplete inspections, etc.
Errors in the processes. When working with obsolete documents / software or if the results are not managed on time, it increases the chances of making mistakes in the processes and increases the likelihood of risks occurring.
The benefits of having an automated system for customer service are many within the general benefits we can find:
- Give access to valuable information about each client and the interactions he has with your company.
- It helps you to detect opportunely the opportunities and the failures so that you can take advantage of them and make corrections in your strategy, respectively.
- Save your staff’s time so they can engage in more productive activities, such as customer service.
- It offers sellers real-time data on the needs and demands of the customer so that they can present solutions.
- Improve the integration of your marketing, sales and administration teams to make the customer’s pace through the purchase cycle more agile and improve their satisfaction.
But that's not all, there are even more specific benefits of automation:
- Telephone call service and services accessible 24/7
- Reduce wait times and automate processes
- Capture information via phone, mail or chat.
- Channel calls to a specific extension or area
- Automatic responses without use of resources
- Customers who can do self-service
- Quick responses and solutions for customers
- Supervision in a single dashboard about all the behavior of agents or sellers.
- Personalization of attention according to the segmentation created.
- Greater efficiency and productivity
- Generate more effective prospecting
Customer service is a value that companies should not negotiate, it is important to be available to meet the needs and requests of our customers at all times. If we take into account something so primordial, we can avoid losing customers and money for the company.