Why should you consider automated CRM platform for
customer support?

Explore the best ways to balance holiday rush and customer expectations!

Nobody says no to holidays! In fact, everyone is waiting round the year to cherish this time and indulge in the celebrations. But at the same time, no business can bear the consequences of not being present for their customers while enjoying this season. Internet boom and customer expectations have thrown major challenges to decipher ways to excel in customer service during holidays and maintain their revenues.

UK businesses suffer a loss of around £12 billion every year as a result of poor customer service.

The 3 P’s to help you deliver your promise to the customers this holiday season:

Perceive. Plan. Practice

Automated CRM systems workflow

PERCEIVE what should be done?

One needs to foresee the impact of the holiday season on their business and the level of customer support that may be required. As per the type of business and your audience, you should base your decision to deal with the customer interactions and make the representatives, or rather a response, available to them with proper training and required tools.

PLAN how it should be done?

A proper planning can take you long way as it makes the actual execution smoother. Since you have predicted certain things, next you need to strategize and design the framework of responsibilities and timelines. Explore the feasibility of the options to hire part-time agents, a team across the boundaries considering their availability or have an alternate holiday schedule for existing employees.

PRACTICE and implement it!

Last but not the least- Be on your toes to act on what is planned. Ensure to benefit from advanced technology like automated CRM systems to control the operational costs, achieve the customer satisfaction and earn a competitive edge in the market.

How can technology be helpful to meet the rising customer demands?

Automated CRM system with contact centre software has streamlined all the business processes involved in managing your customers and handling their issues. Let us have a look at four major mechanisms to drive a reliable and unfailing execution –

Refer and Analyse – From history to present!

Data speaks aloud. All you need to do is have an eye to look at the insights provided by the silos of information collected over a period of time. Learn from the issues faced during last few holiday seasons and direct the approach accordingly. Also, considering the customer interactions so far and history of purchases, requests, complaints, and taking their regular feedback paves a way to define a plan of action for the holiday season! Modern contact centre software and advanced CRM solutions with predictive analytics let the business managers pre-decide the things with accuracy.

Collate and Restructure – Guide with knowledge tools!

It has been a general observation that people tend to refer to the company’s FAQ or knowledge centre at the first glance to get their queries solved. So, it is highly advised to set up an updated and user-friendly knowledge base using automated CRM system for your end-users. A specialised & detailed Holiday FAQ also serves as a good idea to let the users search and figure out their answers rather than approaching your customer support team. The knowledge base can also be kept for the seasonal agents to empower them respond quickly, confidently and fix the issues in the first time itself.

Automate and Respond – Availability is the aim!

Being there for your customers is the basic rule to achieve CRM! Since we are talking about the holiday season, availability is a concern because of employees taking off as well as high volumes of calls, depending upon the type of business. Contact centre automation bridges this gap by scheduling personalised responses and notifying users and teams based on the intelligent workflows. Priority and business rules can be configured to achieve skill-based routing for the incoming calls, requests, and emails to an appropriate agent or any unavailable team member can be contacted in case of high-level issues.

Mobilise and be Accessible – Include the self-service options!

Helping thyself is always preferred over everything else. Over the years, it has always been sought to enable customers to get a solution in the minimum possible time. Self-service mobile applications and web platforms have got all the attention to assist this purpose. A good self-service channel is a major factor to reduce direct contact calls and allow the users to access all they want, whenever they want & in whichever they want. Ensure to have these self-help apps have all the functionalities & the information is seamlessly synchronised within your automated CRM systems.

iTouchVision’s cohesive automated CRM platform is focussed on providing exceptional customer service with minimum manual intervention. A right solution can end up all your worries and rather create an impression that promotes post-holiday connections and returns as well. To know how you can manage your customer support and balance your workforce, connect to our experts for an advice. Keep following us on our Twitter, Facebook, and LinkedIn for more customer success tips and ideas.

Make your move now!

iTouchVision is one of the world’s leading cloud-based service provider with innovation & excellence at its base. The company has made its presence in all business verticals with its technical & operational capabilities to enhance the working of private & public sector organisations. Our products, ranging from Web-based software to Mobile applications have made their mark globally to transform the way work is completed.