After-sales service is the most direct factor affecting customer satisfaction. Some companies do not pay attention to the after-sales service of products, which is not only harmful to customers, but also damage to the corporate brand. Therefore, it is very important for enterprises to do a good job in after-sales service.
When it comes to doing a good job in after-sales service, a good customer service system tool is indispensable. Among them, in order to adapt to the development of the digital market, omni-channel has become one of the necessary functions of customer service systems for the following reasons:
1. The development of the new ** has given birth to a number of ** platforms, and more and more customers are active on them. Rather than making customers struggle to find customer service portals on their own, enterprises should take the initiative to deploy customer service portals on multiple platforms. Customers can easily contact customer service staff, the problem resolution rate will naturally be high, the relative complaint rate will also decrease, the customer's favorability of the brand will also increase, and the company's reputation will stand.
2. The omni-channel layout makes it easier for customers to solve problems, and at the same time, it can also ensure the orderliness of customer service personnel. For example, Zoho Desk's omnichannel support system aggregates tickets collected from various channels in the same workplace, so that agents can view all tickets without having to switch between different platforms. Then, according to a certain intelligent allocation principle, the system assigns the appropriate work order to the right customer service personnel to achieve efficient problem solving.
Of course, enterprises should consider choosing the best customer service system in addition to paying attention to omni-channel functions, but also pay attention to other functions to see if it can assist in customer service.
Building a brand help center is not only to give customers a more channel to submit tickets, but also to help agents screen questions. Enterprises can organize the answers to common questions into articles and place them in the article library, and customer service personnel can also directly put the answers to frequently encountered questions in the article library for customers to view. (Further reading: How does the customer service system empower after-sales service?.)）
In the community, customers and customers, customers and customer service staff can communicate with each other, express their own questions or answer questions for others, and provide customers with an open communication platform.
Zoho Desk's intelligent customer service system helps enterprises to automatically assign work orders, share work orders, classify work orders, automate processes, standardize blueprints, etc., so that customer service personnel can work more efficiently and collaborate more conveniently, and also ensure the standardization of enterprise customer service, which can help enterprises provide customers with a higher quality after-sales service than standard.
To provide managers with a comprehensive and accurate view of customer service work, Zoho Desk's ticket management system provides a data reporting feature.
You can customize the elements of time tracking to understand how efficiently issues are resolved, and see data such as first response time, average response time, and average resolution time in the report. This data can be filtered by date, channel, and agent.
In addition, the manager's eye can also learn the number of open tickets, the number of solved tickets, the number of shelved tickets, customer satisfaction ratings and other data from the report, including the specific work situation of each customer service staff, so as to facilitate timely detection of problems.
At the same time, Zoho Desk can also be integrated with Zoho Analytics to generate more detailed and professional reports based on existing data, helping you to conduct rigorous, comprehensive, and comprehensive analysis.
If your business wants to improve after-sales service through a customer service system, then a customer service system with omni-channel, intelligence, data analysis, and a help center is definitely your best choice.