More satisfied customers - how do you do it?
In the race to get new customers, we sometimes forget to keep the existing ones, but the key to increasing the number of customers includes not only the pursuit of new customers, but also another issue - the retention of existing customers. After we have already reached a situation where we have a pool of customers, what will make the existing customers, those who have already made the commitment and contacted us, stay? What will increase customer loyalty and is it really necessary to invest in order to keep existing customers?
The competition is blowing in the back
The market today is a competitive market, in all areas. A customer who is not satisfied will simply switch to a competing service, and thus we will lose a customer along the way. The way to keep the customers by our side is to keep them satisfied, to be one step ahead of the competitors, to give the existing customers added value simply because they are the company's customers.
A painful and well-known story in Israel is the subject of customer service and troubleshooting. We all know the reality of calling customer service and entering a long and endless line at the end of which we are transferred from one service representative to another and in the end, after many hours of waiting and switching, if we are lucky, we managed to reach a service representative who knows how to give us the appropriate solution. This kind of service leaves customers frustrated and annoyed, certainly not satisfied. One of the most effective ways to turn customers into satisfied customers is to provide them with quality, fast and efficient customer service. This is exactly why we founded EasyService.
What is EasyService?
EasyService is a system for smart, efficient and fast management of service calls - Help Desk. The system has a host of features that allow it to optimize existing service systems, and provide a different and much better experience to customers:
- Friendly and easy to use
- A variety of platforms for contact: chats, chatbot, WhatsApp, callback, etc.
- Self-service - making solutions available for repair by the customer
- Convenient monitoring of the progress of the treatment of the reported malfunction
- Smart routing and prioritization of the service calls - optimize the handling of the request and speed up the processing time
EasyService is a system with great added value not only for customers, the help, service and management systems are also seriously upgraded through the use of the system.
An information system is accessible to the customer for self-troubleshooting
EasyService's service call system knows how to route the work in the most efficient way. The beginning is by building scripts that refer customers in a smart chat system to self-care for simple faults. In the customer service system, a significant part of the faults are simple faults which, if the customers had the appropriate information, they could solve the fault on their own and free up the customer service to deal with more complicated faults.
In the service call management system, it is possible to create structured scripts for these faults and direct the customers through the chat to the appropriate information that will help them deal with the problem on their own. This method has several clear advantages: the customers wait only a short time before they receive an answer and can solve the problem themselves, in a minimum of time, without having to wait for a service technician to arrive and do the work for them. The company, for its part, receives a great deal of relief in the existing workload because a significant part of the malfunctions is solved even before it reaches the service system itself. The technicians are more available, the queue for human response is shorter.
Smart and efficient routing
Whether your company assigns agents to handle breakdowns on a geographic basis or based on different areas of expertise, our system knows how to route the calls to the appropriate technicians, depending on their availability. If a technician is absent, for example, the call can be automatically routed to the one who is supposed to replace him. The technicians receive service calls relevant to them, the customer is saved hours of waiting, at the end of which he is transferred from one service provider to another and the work is streamlined and shortened.
Effective management, monitoring and control
Sometimes there are issues whose treatment continues for one reason or another beyond a reasonable time. These are exactly the cases in which our customers will become dissatisfied customers and look for reasons to switch to competitors. It is very important to know in real time when such a problem arises and arise, and to deal with it quickly in order not to reach a situation where we have lost customers.
The EasyService service call management system knows how to give exactly that - an intelligent definition of SLA for the different types of service calls with the possibility of a real-time alert when there is a deviation from the established SLA makes the knowledge of emerging problems accessible for managers without requiring them to search for them on their own initiative. Knowledge is power and when a manager recognizes a problem, he can intervene and provide a humane and quick response before the problem turns into a customer who abandons.
Besides a smart notification system, the service call management system knows how to give a variety of customized reports that give exactly the answer required at any given moment: service calls according to the severity of the problem, according to the duration of the service, service calls in different statuses, etc.
An effective service call system makes the difference between satisfied customers who remain loyal to the company and between frustrated customers who are looking for another alternative. Streamlining the service system will not only keep customers satisfied and provide better service, but will also save money for the company by freeing up manpower to perform complex tasks and effectively manage agents.
