The business world is evolving at a quicker pace than ever before, and the volume of customer service requests and fulfillment challenges facing companies are growing exponentially. That is why good workforce management software is no longer a luxury 2017 purchase, but an essential component to a successful and efficient service based company. Here are six examples how workforce management software can help improve your company’s customer satisfaction and ultimately profit.
The term “Big Data” might be relatively new, but the process of gathering and storing large volumes of data has been going on for years. Undiscovered customer patterns, trends, and insights that previously sat in filing cabinets gathering dust are being turned into powerful decision making tools that can be utilized by both large and small businesses. The amount of data that is received on a daily basis has the potential to transform your strategic objectives and create a unique competitive advantage. So why is it that so many businesses only take advantage of a small percentage of the data available? Data by itself means nothing if you don’t know how to analyze it and apply it effectively. Here’s how to take your data, use it to deliver world-class service, improve your product and processes, and edge out your competition:
As I mentioned in my last blog, outcome based services are becoming increasingly necessary. Customers are no longer looking for specific merits of a product or service, they are looking for ways to use your service to meet their own operational goals. The focus on business outcomes has become the real selling point, and if done correctly, has the potential to edge out the competition and create lasting brand value for your organization. Here’s how:
Instead of simply providing products and services as a one-off occurrence, service organizations are slowly shifting to outcome-based services. Outcome-based services acknowledge customers wants and needs and provide value driven outcomes based on those needs. Focusing your services on outcomes could make all the difference in building customer loyalty and longevity, while improving your own bottom line. Here’s why your customers and business need outcome-based services:
Providing outstanding customer service begins with preparation and a tested process you can repeat over and over again. By now, you probably have a solid grasp of your customer base and their expectations. You may have even established a relationship with some of your more frequent customers. However, if you are noticing recurring loss, what can you do to increase retention and conversion? For starters, you can conduct a deeper analysis into your customer's needs. Pay attention to what your customers are talking about the most - whether it’s better communication or expedited service. Next, find technology that can support these needs. Once you and your team are prepped with the right software and training, here is a three-step process you can employ that will help keep your customers delighted. You can always add to or modify this process depending on what’s relevant to your business: