Organise your customer service with a contact center to better manage service requests!
Did you know that you can optimise the productivity of your consumer services business by reorganising your customer service? When all your service requests are urgent, you need to learn to prioritise and rank them. This will prevent you from becoming overwhelmed and swamping the schedules of your field teams.
In the professional world, the cost of after-sales service represents an intolerable source of exorbitant expenditure. Looked at from a different angle, building customer loyalty is a lesser expense item than acquiring new customers.
With good service management, and more specifically the management of incoming requests, you can minimise the number of after-sales service requests, increase customer loyalty and optimise your financial resources. This stage requires intelligent handling of their requests, so that you have all the information you need to process them.
Improving service management: two approaches available to you!
To improve the quality of your response management, your company can approach customer requests from two different angles:
Refine and prioritise the handling of customer requests!
The idea here is to deal with customer requests in two stages. Firstly, you let technological tools such as chatbots respond to requests. With the development of artificial intelligence, many conversational agents are able to classify basic requests using FAQs or a tutorial.
If they don’t understand the context, they redirect customers to the right customer service or call center agent. Instead, they can even suggest an appointment with your technicians by means of questionnaires and slot selection.
Collect all the information relating to the request from the very first contact!
This means that your requests can be handled with the minimum number of actual interventions. Field technicians can even limit themselves to a single visit if they have all the information they need to carry out the request: details of the problem, tools, components and skills required.
It may therefore be useful to use the services of a call center running service management software to better manage these appointments and rounds in the field.
Set up assisted planning with dedicated software to better handle customer requests
Optimising your technicians’ schedules with call center management software means that requests can be dealt with quickly and efficiently.
Using such a tool gives you an overview of your field teams’ schedules via a dashboard. You can also use a drag-and-drop function to change their working hours, without having to send them a notification. The strength of this service management software lies in its intelligent scheduling.
To improve route management, you also need to minimise unnecessary technician movements. It’s important to maximise the rate of resolution of the customer’s problem from the very first visit. To this end, SaaS software connected to your company’s information systems provides technicians with all the necessary data and the customer’s history to ensure that the mission is a success from the very first visit.
Proactivity is the key to good management!
Establishing a route management plan with a customer relations center considerably improves your company’s productivity.
Thanks to terminals connected in SaaS mode and a dashboard with geolocation and the status of your technicians in the field, real-time monitoring becomes possible. This system can then manage both your one-off requests and your regular contracts, even anticipating breakdowns thanks to the IoT to encourage preventive maintenance. This dematerialised operation means you can put in place powerful assistance based on real-time monitoring of activity and interventions.
Compliance with contractual commitments with customers is maintained using route planning software that can be configured as required. In practical terms, managers receive alerts in the event of incidents, enabling them to react accordingly, such as sending reinforcements or missing parts to technicians. As a result, technicians are better prepared and assisted in responding to customer requests, which increases satisfaction and billing accuracy.
Advancia Teleservices: a Tunisia call center capable of managing your operations to best effect!
Our contact center can assist you and boost your operational efficiency. We have the skills and, above all, the necessary tools to help you organise the running of your business and lend a hand to your mobile technicians. This way, they’ll have all the information they need to carry out each of your customers’ service requests. The data they receive will help them to understand the context of the intervention and toidentify any up-selling or cross-sellingopportunities.