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Identify Common Problems or Re-occurring Issues2019-08-16T16:31:58+01:00

IDENTIFY COMMON PROBLEMS OR RE-OCCURRING ISSUES

Most support teams spend a significant proportion of their time dealing with the same recurring issues. It might be a particular product that keeps causing problems for customers. Or customers might keep making contact to ask where deliveries are from a courier who often delivers late. Or they might find a particular aspect of their bills hard to understand so need some advice.

Having to deal with these minor issues again and again is not only frustrating for agents, it’s also a missed opportunity to radically improve the overall service. If you could identify these ongoing problems you could take action to resolve them. Agents would be free to spend time on higher value issues, and customers would encounter fewer problems.

  • Easily identify patterns and recurring issues.

  • Leverage insight to make better business decisions.

  • Improve customer experience.

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recurring issues

CRM from Workbooks gives you an overall picture of service levels, cases etc so you can intervene as and when needed. You can set it up to report on the key metrics for your business. You can customize your reports, add in more fields, slice and dice them in a multitude of ways, and then put alerts in place so you get instant notifications if the customer experience is dipping below where it should be.

It delivers you the insights you need to spot recurring issues. You can see at a glance how many customers are having troubles with the product, that courier or that bill, and you can intervene immediately to resolve the issue – once and for all. It makes your support function far more efficient and drives an improved customer experience.

Furthermore it allows you to gather insights from customer engagement which can be used to inform the product roadmap strategy. If a product attracts a high volume of queries perhaps you should look at ways to improve it or scale back its distribution. If one attracts fewer, perhaps that influences your new product development programme.

In the same way, it can provide the sales and marketing team with valuable insights in the form of either aggregated feedback gathered via surveys, profiles of customers and their preferences, or by measuring performance against service level agreements, to drive better engagement and help support business strategic decisions.

In short CRM from Workbooks provides information and insight that drives major business improvement.

addressing recurring issues

FURTHER READING

CRM CUSTOMER SERVICE FEATURES

TICKETING & CASE MANAGEMENT

Automatically create cases and set priorities. Assign tickets to individual users or groups (queues). Track all emails, notes and activities in one place. Synchronize with Outlook, Exchange/Office365 or Google Apps.

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IDENTIFY UNHAPPY CUSTOMERS

Categorise customers into ‘Red/Amber/Green’ so you know which customers are happy and which ones are ‘at risk’. Utilize cases and reports to manage issues to a successful conclusion.

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MEASURE YOUR SLAs

Track performance against Service Level Agreements (SLAs) in real-time. Identify which cases are overdue or about to breach SLAs.

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MANAGE AGENT WORKLOAD

See open cases by agent. Easily reassign cases to different teams or users. Manage workload and resources allocation. Monitor trends by day, week, year and identify seasonal peaks.

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CASE ALLOCATION

Automatically route cases based on agents’ skills and knowledge, for increased speed and accuracy of resolution.

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REPORTS & DASHBOARDS

Maintain visibility of performance to your agents with reports & dashboards, and display them on a screen to drive behavior day-to-day. Make key customer metrics visible to management for better decision making.

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CREATE A KNOWLEDGE BASE

Record customers’ common problems & solutions and create Knowledge Base cases, ensuring the information is easy to find. Build email templates to ensure communication is consistent.

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MULTI-CHANNEL SUPPORT

Manage cases via an email inbox. Capture enquiries via a Web form. Allow customers to log into a Web portal and manage cases online (self-service). Capture chat logs and integrate Social Media tools.

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