10 Ways to Galvanize Your Customer Relationships
4. E-service Portal
An e-service portal presents a "single face" to customers that is customized to provide all information, history and knowledge that customers need for purchase decisions, account management, or customer service and support. The e-service portal harnesses the single- threaded conversation, customer databases as well as customer profile information to deliver content tailored to the needs of the customer.
Sometimes the best approach to customer service is "hands-off." Although self-service lacks personal contact, it offers several important benefits to customers, including unlimited access and the ability to avoid long telephone queues. Self-service also allows consistent access to knowledge without forcing a customer to face a disparity of information across different customer service agents.
6. Garner Feedback and React
The most successful businesses today have grown by listening to their customers' requests. These companies seek customer feedback from the Web site and offline communication tools.
7. Expert customer service
A problem customers have with contact centers is that they often are not able to answer customer inquiries. Customers are sometimes passed to two or three different CSRs before getting their questions answered. With a workflow management system for e-mail and telephone correspondence, companies can route each customer inquiry to the appropriately trained CSR, resulting in a quicker response time.
8. Personalized Marketing Techniques
Using a solid knowledge base built with analytic technologies, companies now have the power to recommend products to shoppers based on their previous purchases. The ability to cross-sell and upsell based on historical data specific to a shopper can increase profit and encourage the shopper to return.
9. Accurate and Customized Responses to Queries
By creating standard answers to FAQs, e-mail response is streamlined. Using intelligent e-mail notification systems, typical customer inquiries can immediately be answered with automated responses. Unique questions are passed on to trained CSRs, who then have more time to provide better service to these customers.