Have you ever checked whether your customers are satisfied with your product?Have you ever got a feedback from your customers?Have you ever used your product to see how your customer experiences it?If the answer is NO!!!, then there is a lot to be done.
The current buzz in the CRM industry (other than On-Demand Hoopla), is the advent of Customer Experience Management over and above Customer Relationship Management.
A recent research paper from Ventana Research analyses the different companies’ focus towards the understanding of Customer Experience Management. 56% of the respondents approved that CEM is improving customer –related processes at every touch point of the customer.
Although companies accept the fact that Customer Experiences is important, they have not understood the importance of implementing better customer experience management systems.
The same research says that 40% of the customers who call for service in all these companies are not satisfied with the experience. A customer can be loyal to you but he need not be satisfied. Loyalty can come based on various reasons but satisfaction comes only through the pleasant experience.
The research says that 82% of the companies seek feedback from the customers but its only through informal calls mostly. Most of the companies don’t take periodical surveys. In fact, the survey option in SupportCenter Plus is one of the least used components in the whole software.
Periodical surveys will actually help identifying loop holes in customer experience and rectifying it. Customer experience is more important than quality of the product.
“We don’t sell a product. We sell an experience”.
So what do for the Future?
- Investing some time and money in the ways to improve customer experience.
- Getting periodical feedbacks from the customers and improving the product.
- Getting the customer to participate through various means. (Forums, blogs, Social networking etc.,)
Most of the new features which are in development in SupportCenter Plus are based on the feedbacks given by the customers through our forums and support mails.
Simple dictum: “Take your customers seriously. As Ogilvy says “Customer is not a moron, she is your wife”
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“How lucky we are, to have someone, who makes saying goodbye so hard”…
SupportCenter Plus bids adieu to Ben alias Benedict, who was one of the back bones of the Support Team. He is on his way to England for his higher studies and on behalf of the entire team and the clients we wish him good luck in his future endeavors…
“For once, he is trying to raise a issue..”
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Take this situation; I call my broadband customer care for a simple configuration of my MAC OSX for the Internet. I have to press 1, then 3, then 1 (etc. I think I have to press numbers at least 5 times) and at last I end up with a customer care guy, who haven’t heard of MAC OSX even in his previous life… err
I had to configure the same in my hometown with another broadband company but fortunately they gave me a printed manual with the Ethernet modem and I used it to configure my MAC with the connection. (But the engineer who came in for the installation asked me for Internet explorer with about blank screen in a MAC, even though I had given her Firefox).
In both the situations, the customer care executive and the engineer didn’t know how to configure the MAC, but in the second situation I had the manual which I could use. The whole point is the customer of the current world is smarter and warrants immediate solutions to his/her problems. The customer can help himself out when there is a simple problem.
The Customer Self Service Portal will help you in these kinds of situations. If at all the first company had a self service portal, in which I could have searched for the configuration settings provided in simple steps I would have saved my time, customer care executive’s time and the cost incurred by the company for the executive.
Why waste your time, cost and productivity when you can make it simple for the customer. Customer is not a moron, he is smarter than you. He is more inclined to solve his problems than you and so he will expect a faster solution.
SupportCenter Plus provides you an excellent Customer Self-Service portal in which you can create solutions for simple problems, classify them in to topics, sub-topics and in keywords. The user can search through keywords; find solutions for simple problems and even complex problems if the administrator wishes to allow them. The admin can configure what to show and what not to show.
The latest thing is that you can configure a template of solutions to particular accounts and those accounts can view only those solutions associated with them. It will be helpful when you have multiple products with multiple accounts associated with each product. It also reduces the amount of time used by the customer to search for his solutions.
(Click the thumbnails to see in detail)
How does it help me?
Common, it will save your cost, time and will increase your support representative’s productivity time. And above all it will reduce the number of calls and emails coming in to your support team considerably. You can find the difference when you deploy your self-service portal effectively. Just using the portal will not help. Use the portal diligently and efficiently. Get Smart and make your customer even smarter….
PS: So at last how did I configure my MAC? The next time I called I got hold of a smarter customer representative who helped me out. But it cost me one more call, one more day and some increase in my blood pressure.
Whooooohooooo
Supportcenter Plus has started blogging. SupportCenter Plus is a web based Customer Support Software, which primarily focuses on…. (wait,wait,wait).… Its not the corporate website, its a blog and it is meant to be informal, democratic and path breaking…
Ok Folks, this blog will become a platform for you to interact with the SupportCenter Plus team in a more informal way and look forward to some exciting stuff regarding SupportCenter Plus, the CRM industry and the marketing blah blah blah….
So….
Welcome, Dobro pozhalovat, Välkommen,Witajcie, Van harte welkom, Bienvenidos, Bem-vindo,Irashaimasu, Welkumme, Bienvenue, Huan yin
to SupportCenter Plus Blogs…
SupportCenter Plus talks 11 languages 
We have started blogging…
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