Customer Service Industry Overview

Collectively, companies in the UK are haemorrhaging nearly £15 billion a year due to poor customer service, according to a survey by Harris/Clicksoftware. There is absolutely no valid reason for this. Some companies have begun the mammoth task of mopping up this reservoir of lost cash, however, there is still a long way to go. There has never been a better time for companies wishing to take a slice of the £15 billion pound pie, to invest in an infrastructure that can address the specific issues that are causing this massive amount of money to slip through the collective net. Customers these days don’t expect a flexible and tailored service, they demand it! Companies that don’t provide it will inevitably be left in the dust of those that do.

Dynamics CRM and Customer Service

The recent update to Microsoft Dynamics has further enhanced the capacity of its partners to provide their customers’ with necessary tools to take their slice of the pie. The update provides scope to offer the best customer service from multiple touchpoints, whilst on the move both online and offline. This ensures maximum productivity from agents, and that customers receive a consistently high level of service regardless of their preferred communication channel. This article is going to address the features and benefits that the recent update provides in terms of how it has enhanced customer service.

As mentioned before, it is now imperative for the companies wishing to stay ahead of the curve when it comes to customer service, to be as flexible as they possibly can be with regard to the way they communicate and the offers that they present their customers with. It shouldn’t be about what is easiest for the company, it should be about what is best for the customer. This includes knowing the level of service that they are entitled to at any one time, and making it available to them as soon as they need it.

Service Level Agreements enable users to differentiate between levels of support. They enable managers to track the KPIs that are most valuable to them i.e. first response time or case resolution time. The previous update saw improvements in terms of:

  • Updated case form to manage related cases, review entitlements, and a timer to ensure you do not exceed/breach your SLA’s
  • Defining and managing service entitlements and SLA’s
  • Creating dynamic routing and queuing rules to ensure you hit your service targets
  • merging duplicate or creating parent / child relationships between cases to eliminate redundancies

The recent update has further enhanced the user’s control on case management by enabling them to pause and resume SLA’s and track how long a case has been on hold or waiting on input from the customer to ensure that SLAs are met as efficiently as possible.

Increasingly Demanding Customers

Social media, mobile phones and other digital media have changed the way that customers interact with businesses. Customers now expect businesses to offer customer service through the ever expanding number of channels and platforms. Forbes claim that 86% of buyers will pay more for a better customer experience, therefore it is imperative for businesses wishing to stand out based on customer service – which in today’s market, is one of the most influential differentiators – to take heed of this statistic and endeavour to provide an amazing customer experience through all relevant platforms. Forrester states that the modern customer also expect to be able to start an interaction in one channel and complete it in another. In 2014 and beyond, customer service professionals will work on better understanding the channel preference of their customer base, and guiding customers to the right channel based on their on the complexity and time-sensitivity of their inquiry.  Microsoft Dynamics CRM enables companies to build customer loyalty, empower users and facilitates resolution by offering a relevant, proactive and personalized service across all channels. Companies can connect their customers with the right answers to their service inquiries at the right time, via their channel of choice across web, social, chat, mobile and phone.