A Detailed Understanding Into Customer Service System.
A customer service system is a system used by companies to manage, track, and deploy their services to their customers. These systems track the entire process of customer service right from the start. These systems also use an IT ticketing system. This is used to track the inflow of customer service requests and the number of requests successfully addressed. This helps in assessing the efficiency of the customer servicing team.
Addressing customer service software will be inadequate. This is because, in truth, there are software and real-life touchpoints which create a customer service system. This is why it would be better to call them Customer Servicing Platforms due to the high number of different touchpoints and several software features and components.
In today’s day and age, a customer service system has become a commonplace necessity for every business; it wishes to build a relationship with its customer group. There are good systems and bad systems. But every company should aspire to have a system that is good at tracking and delivering services.
Let me show you how your company can build its customer service system. Which tracks customer requests using an IT Ticketing System and an efficient help desk.
1. Brainstorm and Ideate
The first step in building a system that covers every aspect is first to understand the entire process of customer interaction. You should document and cover each step of the process. It is beginning from presale interactions to post-sale servicing. Doing this will enable you to build a multi-layered system, which functions as a customer service platform and builds customer experience.
Documenting each step will help you in assigning the right resources at each step. These resources should be ideal for problem-solving in that particular situation. For example, a help desk would not be a good fit when a customer wants to first learn about the product. Here the right resource would be a sales and marketing team, which builds a deep interaction with the customer and informs them about everything they would like to know.
The next step should be to prepare a rough plan to fulfill the requirements of different touchpoints. This will help you in choosing the right components for your customer service system.
2. Build Employee Soft Skills
Before you start building your customer service platform, your employees and personnel should be skilled enough to deal with customers. A good pre-sale experience will greatly benefit and streamline the process of post-sale servicing. It will also create a unified mindset and code of conduct for the employees to interact properly and deal with customers. This will ultimately translate into the customer service platform’s success because this becomes the human component of the overall system. The human component is just as important as the digital counterpart.
Employees need to be trained in skills such as communicating effectively. You are friendly and warm towards customers etc. Once you have a solid foundation of skilled employees, you can rest easy that your customer service system will be effective in dealing with customers.
3. Identify Key Customer Touch Points
A touchpoint is a point of communication between the customer and the company. If utilized properly, a deep bond can be formed between the customer and the company. The purpose of identifying these important touchpoints is to build your customer service system around these touchpoints and maximize their efficiency in building a positive customer attitude towards your company.
For example, when a customer walks into your store, you can provide them with free wi-fi access. By doing so, you utilized a touchpoint. You can use this touchpoint to initiate a friendly conversation between your business and the customers. For using the wi-fi, the customer will provide either their phone number or email. While they get free access to the internet, you just gained contact details from a customer, which can be utilized later. This touchpoint will also help you bridge the gap between your digital and real-world touchpoints and thus create a seamless brand experience.
Choose the Customer Service System based on your prior research.
The next and most important step in the process is choosing the right components. Once you know your entire customer service process and all the associated touchpoints, you need to pick up the right components to fit all the process and function as a unilateral system.
Your customer service software should have components that improve the channel of communication between customers and the company. Helps your teams in efficiently reaching and dealing with customers. It helps the business track the volume of customers and, most importantly, a fully functional and well-equipped help desk/service desk that can track customer requests using various systems, one of which is the IT Ticketing System
This system works by providing each customer with a service request ticket, which acts as a tracking tool. You can track the volume of customer service requests and equip your service teams to deal with them. You can also use this ticket to effectively access your service team to solve your customers’ service-related queries.
Here’s a list of the essential components every Customer Service System should have:
- IT Ticketing System
- Dedicated Help Desk Software
- Product-centric Technical Service Desk/ Helpline
- Email Communication Channel
- Mobile and SMS Communication Channel
- Query Tracking System
- Customer Query and Documentation Database
- Internal Team communication channel
Suppose a customer service system has all the above essential components. In that case, it can begin to function at a capacity that delivers a long-lasting customer service experience while making it easier for the different associated teams to operate at full efficient capacity.
More components can be added as per specific requirements.
Connect all the dots
Why do we plan and strategize? So that we can build an effective strategy to tackle a task. At this step, you must connect the plan with the components and set your customer service system into action. Once all components are connected in an actionable manner and the human element, you will have successfully built yourself your customer service system.
Monitor, Assess and Optimize
Like any business process, a customer service system is not foolproof and solid from the start. It takes constant effort and building to make a smooth and integrated service experience. A customer service system is also the same. It needs first to be built and implemented.
Implementation happens once all the processes are smoothly connected and functional. But implementation is the first step in a long chain of different steps. It is just the start. For the system to become a smooth and functional system, it needs to be optimized from time to time.
Once a customer service system has been built and integrated into business operations, it becomes important to closely monitor its activity. Every relevant process and human involvement should be given tasks and objectives specific to their role in the process. This will enable the company to check customer service KPIs to assess and monitor the system’s success rate. It will take time for everything to become smooth. Knowing this, the company should set achievable goals that can be met. Long term experience can be created with small improvements on a timely basis.
It is also important that the company constantly keep performance records and monitor the system activity to ensure that tasks are being completed and achieved. The best way to do this is by monitoring the entire process. Let’s have a look.
The customer service system was built in the first place to create a wholesome experience for the customers of the company. Once a sale has been made, customers will have product-related issues that will need solving. This is where the IT Ticketing System will be best utilized. This customer service system component is used to issue tickets to customers who contact the help desk or customer service desk for their queries.
This ticket’s uses are first to identify the customer, their product query, and how the company can solve it. This ticket is then utilized as a measuring tool to check the volume of total service requests received by the company and the total amount of service queries solved by the customer service system and its associated teams. Using this simple method, the company can monitor, track, and assess its operating customer service system’s performance.
Once the system has been set up, the company’s concern should be on how to constantly better the system and improve its performance. Improvement can come in many forms. The company can attach new processes and components in the system or replace old components with better and new updated versions, faster and quicker in delivering results. Technology is constantly updating, and so should the Customer Service System be updated from time to time with new additions wherever possible.
Through constant efforts and improvements, your company will soon achieve a multi-layered, streamlined, and linear customer service system that will effectively help your company. It helps you to create wholesome experiences for your customers and deliver the best possible post-sale services.
If you are currently looking to implement and add a customer service system to your company, you should have a look at our HelpDesk Software. It is one of the world’s leading customer service platforms. It has all the integrated components which a successful and effective customer service system needs.