Customer Service Management

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On average, more than 40% of companies stop working with suppliers after a poor customer service experience. If you want to keep your customers happy and get them back into your business, you need to get your customer service team up to the level of customer satisfaction.

Your customers interact with your business through your customer service team, which is the voice of your company’s business and the key to delivering great service.

Here are the common and biggest challenges that customer service teams face every day. If your customer service team is not prepared to meet these challenges, your customers may switch to your competitors, thereby reducing your revenue and competitiveness. Thankfully, we have customer service solutions that can help you. If you understand these challenges and know how to deal with them timely and effectively, it will in turn enhance the customer experience, increase customer loyalty and improve your company’s profitability.

1. Customer service representatives don’t answer customer questions

Challenge:

Customer service representatives are not knowledgeable enough to properly understand and answer customer questions, but pretend to understand and provide inane answers.

Solution:

Use 8Manage CRM and inform your customer service team about their responsibilities for tracking multiple service channels and ensuring that related channels are completed according to service agreements. Meanwhile, establish multi-channel service processes and automatic time limit reminders for customer service teams.

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4. An equipment downtime crisis occurs

Challenge:

Is there anything worse than a complete equipment downtime? The impact of this severe emergency on the customers’ business is enormous.

Solution:

Use 8Manage CRM to prepare your team for these challenges ahead of time.