Today's consumers are not looking to buy a product. They are looking to buy an experience. And the challenge is to give each of them exactly what they need in real time. Organizations are continually looking for ways to optimize their processes and deliver a unique service to each customer. The good use of a CRM helps to optimize all cases, assignments and follow-ups made to each account, allowing to maintain not only the control, but also to treat each customer in a personalized way.
Summary of Cases
It is now possible to efficiently control the cases that are generated periodically, whether it is a delivery, an inquiry or a complaint. This functionality allows quick access to a general summary of all cases generated, and identify several patterns that will allow to improve or implement processes in order to maintain the quality of care.
Thanks to the possibility of filtering the dates, we can determine on which ranges to analyze the results and management of our agents. Not only can we obtain instant information on the number of cases created vs. closed to measure effectiveness, but we can also have a monthly average response time.
The shorter the response time, the greater the likelihood of achieving customer satisfaction with the product and the final experience.
Multiple service channels
Whether it is e-mail, call, visit, chat, etc., the new Case Dashboard, will allow through intuitive graphs to determine the percentage of cases generated by each channel, this will help to identify which channel is the favorite of customers. You will be able to make better decisions with your team and strengthen the department with the highest number of requests.
Care & Support Agent Control
Work teams are becoming more and more versatile, and it is essential to keep them connected and focused on a common goal. The Case Summary will automatically display a series of informative lists that will allow you to identify the number of cases that are being handled by each of the agents, as well as the number of follow-ups carried out by each one and finally, the number of cases solved. Allowing to measure results and facilitating the analysis of the performance of each of the agents.
Log in now to the CRM module of InterFuerza, access the Cases sub-module and choose the Case Summary option to obtain with just one click useful information to provide unique experiences to each of your customers.
This article was updated in June 2019 by our Support team. Original publication date 23 September 2016.