DMG #1 Deliver an outstanding customer experience
In a recent DMG Study, businesses highlighted that their service goals for this year is to “Deliver an outstanding customer experience.” Therefore, regardless of where you are based within a business customer service is important. Within the introduction to UC Platforms, such as Skype for Business or Cisco Jabber, businesses are more connected than ever. Leverage your UC investment into your customer interactions for greater efficiencies to deliver outstanding customer experiences. Do you have the basics down?
- Are customers going to the right people the first time or are they being passed to several different agents?
- How long does it take you to answer phone calls and emails?
- Are they going to the right people the first time or is there double-handling going on?
- Are you leveraging your CRM or service management application to its full potential?
Our Helpdesk solution not only queues and routes calls and emails to the most appropriately skilled person, it can automatically screenpops customer records in your applications to reduce handling time.