Troubleshooting customer problems is essential for providing the best customer experience (which is the only way to win in today’s hyper-competitive market.) But it doesn’t matter how great your product is – there will always be issues along the way.
The key is resolving these issues and troubleshooting customer problems. And the easiest way to achieve this is to use a customer-relationship management tool.
It will help you keep important data in one place, manage customer service reps, and so much more.
In this post, you’ll discover why you need to use a CRM solution for troubleshooting customer problems and how it can make your business more profitable.
Providing exceptional customer experience is one of the most important things a business can do for its customers.
In fact, it’s so important that customers are willing to pay more for a superior experience.
(making it one of the easiest ways to increase your profitability.)
Of course, the opposite is also true – poor experience can completely ruin your business. That’s right, it can lead to:
Incurring additional costs
All of which can sabotage your success.
Preventing customer problems from happening is the best way to provide a great experience.
However, we don’t live in a perfect world – and issues are inevitable. The most important is to resolve these issues and help your customers along the way. The easiest way to achieve this is to use customer-relationship management software like Konnektive CRM.
Here are a few ways how a CRM tool can help you with troubleshooting customer problems.
CRM software stores all customer information in one place – so you can easily access them and know every relevant information about each customer.
For instance, here is sample data from a CRM about a customer.
As you can see, you have all the information you need in one place.
This ties up nicely with the customer experience since it helps your customer service reps to be competent and know every detail about the customer's situation.
Preventing your customers from repeating themselves over and over – ruining the whole experience.
The speed of customer service is critical for your customers.
Unfortunately, if you don’t have a huge budget, you might not have enough resources to hire more customer service reps – increasing the time it takes to respond to customers.
This can lead to a poor experience and cost you thousands in revenues.
Fortunately, there is an easy fix that will cost you absolutely NOTHING.
It’s what we call the customer service portal and it’s one of the unique features of Konnektive CRM. In essence, it’s a place for customers to self-serve and self-solve their simpler customer service queries.
(reducing the workload and staffing costs for your customer service teams.)
It’s a MUST-HAVE for every growing business.
Most businesses overlook this valuable feature of CRM – however, it’s a complete game changer. It’s essential that you push your customer service representatives to their limits and maximize the effectiveness of your CS team.
…and the only way to do so is to have the metrics and data that can guide your decisions.
It can also allow you to see whether some of your reps are slacking off or whether they need further guidance or training.
We understood this problem and created an intuitive dashboard with all important metrics.
That way, you can make data-driven decisions and maximize customer satisfaction.
Looking to push customer experience to the next level?
If you follow the advice above, you’ll be well above most companies. But if you want to deliver an even greater experience, here are some additional tips you can apply to your business.
The speed of resolution is the most important part of the customer experience. In fact, most customers expect you to respond within a few minutes.
(which is something most businesses can’t even dream of.)
The second most important thing for customers is availability – they expect your CS reps to be available 24/7, all the time.
This is especially important for international businesses with customers across different time zones.
Customers hate to get in touch with incompetent CS reps.
The worst thing that can happen is that your customer service reps have little to no knowledge about the product and can’t help your customers (or mislead them.)
Also, explaining the problem multiple times to different customer service reps is a pain for customers. That’s why having a proper CRM in place is essential. It will prevent that from happening by keeping all key information in one place.
Helping your CS reps resolve issues quickly and be on the same page all the time.
Friendly customer service is treating customers with empathy and going the extra mile to meet their needs. Customers don’t like to be looked down on or feel bad for reaching out to you. After all, it’s your company who made the mistake – not the customers!
A friendly customer service experience can change the way customers think about a company.
Yet, friendliness and politeness are very rare…
If your reps are friendly, it can help you save customers and improve customer retention – one of the most important ways to boost the profitability of your business.
(since it’s much more profitable to retain customers than to acquire new ones.)
Make sure all your customer service reps are friendly and provide a nice and pleasant experience to all your customers all the time.
The perfect customer experience is a MUST-HAVE if you’re looking for the long-term success of your business. It’s one of the most essential things for your customers. However, we don’t live in a perfect world – problems and issues are inevitable.
The best way to handle them and troubleshoot customer problems is to use a CRM solution.
It helps you keep all important customer data in one place, ensuring competence and speed of troubleshooting – the most important things for the best customer service. Also, it can help you with assigning the right CS reps to customers – providing a seamless interaction.
Konnektive CRM can help you with all of this.
In fact, we create unique features like a customer service portal to help you deliver the best customer experience and make troubleshooting customer problems a piece of cake.
Book a free demo with us and deliver the best experience to win and retain more customers now.