Top Customer Service Challenges In 2020 and One Solution

1. Hold Tunes are Out of  Style: Upgrade with a  Customer Portal    When you run an enterprise company, you tend to focus on           big things. How many customers you have, how much         revenue you are generating, how many employees you have         etc.                                    It doesn’t affect your bottom line if you lose a few customers           sometimes. Moreover, you are likely to gain new ones over       time.                                However, the way you think about the power customers         have, has changed in the last couple of years. While                               sales@crmjetty.com​

2.     companies grievances that customers face, don’t. But everyone knows       that they are only a few too many social media complaints               away from losing customers.      that   don’t   want to     pay attention to the                         When cabs don’t arrive on time, people tweet at the           company’s account. When other potential customers see       that tweet, they will avoid using that cab the next time they           need to make it to their appointment.                                  Addressing the issues that customers face on social media         and otherwise is important now. You can easily use this         platform to direct them to the support portal and guide           them to help themselves. If their issue is not something that           they can fix, you can guide them to raise a ticket in your             customer portal.                                                             The reason people complain on social media platforms is: a.         Because they want everyone else to be aware of the       company that wronged them and b. Because sometimes it         can be difficult to raise a ticket on the company’s website. If             they find how to do it, then perhaps there is no option for               the issue they are facing. It can get quite ambiguous.                                                                This is where your ideal CRM customer portal comes in. Not             only will it make for a great space for your customers to                                   sales@crmjetty.com​

3.   reach out to you, it will also make it easier on your support               staff. At the end of the day, it’s a win-win for you.                  Let’s explore what this portal can do that makes it such an           obvious thing to have:                 ● Financial benefits:  As an enterprise company, you are always spending a lot.         But do you have to spend a lot in this case? Not particularly.               The portal can do a number of tasks that support staff can,             but better because it can do this 24*7*365! The portal works             as a filter for the cases that actually need human interaction.                                                  If your customer simply wanted to exchange a product, 2         buttons can do that task instead of ten-minute long           conversation with someone from support. The resources       you employ will be able to make better use of their time.                              sales@crmjetty.com​

4.   ● Avoiding repetitive inquiry:  Imagine you have an ecommerce store that sells electronic         appliances. The number of questions your support staff has         to fill about each item, and the difference in each variant             and the technology behind it is enormous. But you have a             knowledge base on the portal that explains each variant, the           technology and has a buying guide for each product. This           helps the customers make an informed decision, without         engaging with your staff. Your customer feels taken care of         even though you were only a passive participant through             their decision making journey.                                                                                         ● No hold tune:  Everyone remembers the scene from the TV show FRIENDS       where Phoebe is on hold with customer support for ​hours​. While it is funny in the show, if your customer has to go             through that, they are ditching your product. You have         competitors, and if they don’t make your customers wait on           the phone, they will win the race.                                                                        sales@crmjetty.com​

5.   ● Data management:  Large enterprises tend to have a lot of dirty data. Dirty data         means duplicate data, and old data. Of course, you wouldn’t         know if your customer has changed their address when they           add a new one. A customer portal gives them the right to             manipulate their own details. They can modify addresses,       contact details, and even preferences. These changes         directly reflect in your CRM and you can have a clean,         well-managed system in place, with almost no effort from       your side!                                                                                                 What are the options you have as an enterprise to get such a           portal in place? You will have a large customer base, and you               will need to take care of security. You also need a more                                                   sales@crmjetty.com​

6.   robust solution that looks and feels sleek to use. Keeping         this in mind, you can go for a ​Dynamics CRM customer portal​, leveraging the efficiency of Dynamics 365.                                      We requirement, and we offer customization on our portal         solutions. Get in touch with us here, for a walkthrough of           the product and your custom requirements.    understand   that   each   business   has     a   unique                           Source:  https://www.crmjetty.com/blog/hold-tunes-are-out-upgra de-with-customer-portal/  sales@crmjetty.com​