Service Management Use Cases
Complete the Customer Experience with Service Management
Customer service teams field requests from every angle – phone, chat, social media, email, website forms and more. Service management tools aggregate that information so teams can process more requests and facilitate better issue resolution. These positive services interactions not only build customer loyalty, but they promote word-of-mouth references for new business. Collecting customer service data can get you ahead of a problem by identifying patterns and letting your company proactively respond to issues before they happen.
Tips for Evaluating Service Management Solutions
People no longer work a 9-5 day. They work all hours, and they want their answers in real-time. Whether it’s a knowledge base, self-service ticketing, FAQs, or ticket status updates, a service management solution should offer some self-service capabilities to ease pressure on your support team and give customers insights on their requests. If you combine the knowledge base with AI, the AI can understand the problem and suggest the most likely solutions.
Chat is a popular way to service a lot of clients through a single support person. Chatbots can reduce the amount of time your service technicians spend on a client interaction. They can provide KB articles to solve the most common problems and they can be used to route the customer to the correct service technician.
Analytics That Inform
Look for the ability to track crucial analytics by issue, product, and service technician. Key services analytics include: mean time to repair, queue wait time, mean time to service, and fixed on one call.
Services teams must meet customers where they are. A robust service management solution allows them to communicate on multiple channels at once.
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