Rectifying Imbalanced Procedures for Gaining Customer’s Approval

Jun 14, 2011 | Publisher: kanasoftware | Category: Technology |  

Rectifying Imbalanced Procedures for Gaining Customer’s Approval The availability of communication mediums such as telephones, e-mails, SMS, web self-services and chats have produced a plethora of choice for customers to get their issues resolved easily and quickly. The older generation prefers to use phones and talk to agents while the youngsters prefer the web self service and online chats. The multi-channel service has helped generate more income for the businesses by taking advantage of online facilities. It has also shown another option to leverage customer service and accumulate encouraging customer feedback. Customers are equally elated to be provided with distinctive channels for finding solutions. Majority of times businesses fail to fulfill customers’ demands because of the irregular and disparate channels. These multi channels are disjointed due to their disintegrating nature and causes severe handicaps in furnishing efficient customer services. Customers can get frustrated with inconsistent service and can rate your standards low. This can have adverse effects on your business and also be an expensive venture. Your business needs customer service solutions that ensure a uniform dissemination of information and communication parameters to facilitate the agents to retrieve prior customer information whether it is a follow up call regarding an email sent by the customer or an inquiry about the status of a compliant. Disconnected multi-channel service can not only disenchant customers but also be a harassing situation for agents. Thus it is very important to have a centralized and updated knowledgebase, as well as integrated processes to ensure that the resolution is same irrespective of the choice of channel. Incorporating flexible and cooperative processes helps in replenishing the knowledgebase with recent and valid data obtained from interactive developments. This helps in resolving customers’ issues without any discrepancies and unsuccessful results. Your business can gain immensely by delivering a consistent, reliable, thoroughly pulsating and exuberant customer service experience. It will gain popularity and attain a loyal customer base, and you can even reduce your costs by shifting your customers comfortably to the self –service channels. You should also pay attention to the industry’s mandatory compliance requirements and implement cost-saving solutions that can help in carrying out the compliance responsibilities efficiently. With eservice and web self service facilities the customers opting for these channels are increasing in number everyday. A practical and methodical strategy can shower a business with enhanced revenue generation and also retain customers by delivering exhilarating customer service experience. Learn more about: - Email Responce & customer service chat

Rectifying Imbalanced Procedures for Gaining Customer’s Approval.pdf

About kanasoftware

KANA, the leader in Service Experience Management, provides solutions that deliver a customer service experience that successfully balances customer interests with business goals. KANA's clients report double-digit increases in customer satisfaction, increased revenue growth while reducing contact center costs by an average of 20 percent. KANA's award-winning solutions are proven in more than 600 companies worldwide, including approximately half of the world's largest 100 companies. For more information, visit


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