You know this to be true, no matter if you sell tools or tech. Customer service can make or break your business and can do it more quickly than ever before. How many of us have stories we’ve heard of bad customer service experiences that have gone viral, ruining or cementing a company’s reputation and perhaps future?
Customer service rules, and if you don’t have a culture that encourages good customer service and don’t make time to constantly analyze and improve your customer service, you’ll be in trouble. That means empowering not only the department that deals with customers every day but also every other department to make those critical customer interactions better, every time.
That doesn’t mean, of course, that you and your team won’t screw up from time to time. You will screw up. The difference between you and someone else is whether you screw up and then fix it, and how quickly you fix it.
Customer Relationship Management (CRM)
One tool that didn’t use to exist to help manage customer interactions is, of course, customer relationship management (CRM) platforms. And now, too, there are CRM apps. These apps have really changed the nature of customer service, helping you to instantly deflate problems and answer questions. If you find the right one to use, you are also instituting another level in your customer service management department, helping inspire thankfulness and then in turn loyalty.
But choose the wrong app and you’re likely to be in a pickle, because it won’t work for you and it won’t work for your customers, either. And that can lead to even more problems. This app should fit into the overall structure of your customer service approach, working with a call center and digital solutions, among other items. So what does that look like? This graphic helps explain it.
Thanks, Salesforce for this informative infographic.