ondemand
crm


Customer Support Systems Benefits For CSRs

hosted crm

Customer Service Representatives (CSRs) are often the face or voice of a company and often represent the most common and frequent interaction between the company and its customers. A challenge imposed at this particular relationship point is that the CSRs are normally encountering these relationship communications when challenges arise and customers are experiencing unintended or dysfunctional product situations. The role of a Customer Support System is to enable the CSR to resolve client issues quickly and efficiently in order to promote a positive customer relationship experience.

Perhaps the best feature of a customer support system for a CSR is the comprehensive data trail and central view of the customer relationship. Every action and historical event is recorded and noted. Record keeping is facilitated by automatic system stamps and pull down inserts. A CSR does not have to worry about forgetting a prior activity or following up on a case as the system acts as a reminder and monitor. As the CSR is recording customer information, the notes are logged into the customer support system and automatically updated to the customer record. The support system assigns and notifies the designated resource who is then responsible for action and resolution. For instance if the customer inquiry requires a technical response, the appropriate technician is notified. If a service call is needed, the appropriate service technician is alerted and the sales representative who is in charge of the client may also be notified. Follow up is not on the shoulders of the CSR. Notices may be also automatically sent to supervisors of whoever is called upon for follow up review. As manual actions are minimized, CSRs no longer get blamed for not informing the right person or taking the correct action.

CSRs are usually under tremendous time pressure. They have to act quickly, retain thorough product details and have complete knowledge on how to solve a myriad of issues while always presenting a happy and professional image. A support system can facilitate each of these requirements. Diagnostic scripts and logical or presumed responses are available on screen with drill down to product specifications or further resolution detail.

A support system also gives the CSR a variety of ways or touch points in which to communicate with a client. Based upon data in the client record, the CSR knows the preferred method of contact for each contact and customer, how they wish to be addressed and other notes on the customer taken by earlier CSRs or sales people. The CSR also has a detailed record on the customer that gives an entire history of activity and notes related to earlier problems and resolutions. This can help defuse a potentially bad situation before it escalates. For example, a CSR is assigned to customers in a particular county. If a customer then calls in with a product complaint, the system can quickly show that this particular client has called numerous times before with similar complaints and how the complaints were resolved. Within moments, even as the CSR is inputting data on the new complaint they can immediately reference the history and use the method of resolution that worked in most instances with this customer before.

CSRs can be called upon to help in being proactive with customer satisfaction and support. With the proper data fields and reports, they can generate lists of customers who have purchased extended warranties that are soon to expire. The company can choose to either have the CSR contact the client directly or, to generate a blanket email promotion or traditional mail distribution. The customer support system should also weed out customers on no-call lists or who are in spam-protected areas – as not to contact a client through a method that would cause issues in and of themselves.

The bottom line is that a customer support system is a powerful CSR enabler that has the CSR’s back.

comment Comments trackback Trackback

hosted crm

 


MOST POPULAR TAGS

d
on-demand crm on-demand crm
d
crm software as a service crm software as a service
d
salesforce.com appexchange salesforce.com appexchange
d
hosted sfa hosted sfa
d
open source crm open source crm
d
rightnow rightnow support
d
oracle fusion oracle fusion
d

TAG CLOUD

on-demand crm, customer relationship management software, siebel ondemand, salesforce.com, saas, titan, order entry software, rightnow, software reviews, hosted sfa, executives guide, open source crm, dynamics crm live, business bydesign, hosted accounting software, software as a service, aplicor, software selection, crm asia, web-based, government crm

 

hosted
CRM Strategy | CRM Software