In the present-day service economy, the customer opinions and online reviews dictate your business success. It can mould or obliterate your prospects ‘first-impression-of-your-business.’
Now consider this.
Before a purchase, your customers are likely to do a Google search in your business name or research on an online industry review aggregator platform. Having to deliver a positive impression at this stage could be the single-most important part of your conversion funnel.
This can only mean one thing:
You should achieve successful issue resolutions at every possible situation.
An issue tracking system helps you maintain an overview of all ongoing customer queries. In this case, the issue tracking system becomes the centre of all your ongoing business interactions. You can also be more productive in evaluating and resolving each individual query.
In this article, we will discuss about going lengths in managing and clarifying all customer issues. We will also look at any potential bottlenecks that may limit your ability to resolve customer queries.
Issues Resolution and Customer Goodwill
For a modern business, customer Goodwill could be its greatest asset. It could play an important role in determining the customer retention rate and referral sales.
According to the studies, negative customer opinions are twice as potent in reaching your customer base.
It means that the overall customer goodwill can easily get stacked against your business. In-turn, this will also affect the overall customer loyalty.
If you have frequent negative reviews, it means that an overwhelming majority of your customers are unhappy.
Meanwhile, bad reviews can be established as a metric in evaluating your customer retention rate. It’s said that only one among 26 unsatisfied customers will bother to complain. The rest would leave your business that may lead to massive drop-off.
Unless you have a stringent process to track and manage your issues, the drop-offs could become a spontaneous and highly damaging phenomenon. It also helps you identify the significant customer attrition factors.
Streamlining your Issue Resolution Process
In a medium to large-sized organizations, you could easily have hundreds of daily incoming queries. It may lead to bottlenecks in managing and handling the individual queries.
This presents a high probability that customer issues could fall off the grid or goes unresolved. Further, these issues could boomerang onto your business and develop detrimental customer interactions.
A meaningful issue resolution system gives out alarms at specific time periods. This protocol helps you ensure that every enquiry gets resolved within a specific time period.
All unresolved queries get assigned to a higher up in the hierarchy for review and immediate response.
This facility allows you to manage a high volume of customer issues without leaving any room for dark reviews.
Handling your On-site Enquiries
In case of outdoor customer inquiries, businesses could possibly develop a disconnect between two parties. It could be caused due to a number of challenges such as communication, lack of prioritizing, inefficient processes or other issues.
Moreover, this can also lead to blame game between employees.
A centralized CRM system lets you connect and conglomerate all enquiries into a single platform.
This process helps you ensure that no queries go unattended and gets prioritized to meet the customer demands.
In this sense, a mobility platform presents the shortest path in resolving your outdoor customer issues.
Create an overview of Customer Queries
At the moment, every business demands at least five to seven pre-determined customer communication channels.
Ok, let’s count it.
Social – Facebook, twitter
Offline- Calls, in-person communication
Online – e-mails, Enquiries received on employee emails
Website – Chat enquiries, Company Correspondence
In the end, your entire customer inquiries could turn-out into an irresolvable jigsaw puzzle.
It’s near impossible to manage all these communications without a unifying platform.
A CRM system helps you track all your ongoing customer inquiries on a single dashboard. This is also a comprehensive repository of customer inquiries.
For example, the image given above gives information about the most recurring customer issues. In this particular ticketing dashboard, you can learn that frequent inquiries concern technical implementation.
Manage Collective Communication Threads
Needless to say, the modern customer emails should be considered as definite documents.
Without a unifying platform, your entire communications can come down to employee proficiency in storing the particular emails. It also presents massive challenges during the time of retrieval.
The CRM ticketing platform will help you manage customer enquiries within a single dashboard.
This protocol ensures that you will not miss-out on critical pieces of customer information.
Managing Implementation and post-sales Servicing
The present business dynamics require you to consider issue prevention as a definite business asset.
If you are a SaaS product company, your individual product will be tailored to your individual company. By ensuring close customer involvement, you can ensure that your customer remains positively engaged with your individual products.
Whether it’s your business or personal life, it’s not fair that you are judged based on your worst day or occasion.
But an ecosystem of online reviews and customer opinions means that the negative customer reviews will attract most of the spotlight.
An issue tracking system lets you comprehend and manage your entire customer queries on a single platform.
Kapture CRM is a customer relationship management platform that creates an efficient way of handling business opportunities.
Learn more about tracking issues and improving customer satisfaction.