The implementation of an assistance service requires commitment and not only in financial terms, but also by the workforce. There are many things that the company should keep in mind when comparing the help desk software solution. In his study, "Critical Features for the CRM Customer Engagement Center," Gartner identified the key features that a good support service should have for the Customer Engagement Center.
Key functionality of a support service
Case management
It includes many actions. Since the creation of a ticket, assigning it to the merger and closing. A CEC support service solution must be efficient in managing all these functions. In addition, any ticket / case considered should be able to be communicated to all interested persons in a secure manner. Since the case must be distributed securely across all channels, proper authentication and authorization must be established. The customer database will be the CRM database that contains all the customer data. It is imperative that the helpdesk solution has security features such as masking or blocking data to allow collaboration, but in a secure environment.
Integration
Companies are becoming digital and the right integrations offer the additional benefit. Integration means the ability to manage endpoints, models, distribution models, growing users. Choosing the right integration can be a difficult task, since it depends on a number of factors, such as business requirements, developer skills, budgets, integration skills, among some. Traditional approaches to integration were effective but not adapted to current needs. Today, light and more receptive approaches are increasingly popular.
Mobile stand
Desktop computers have been outnumbered by the ever-powerful smartphones. In the current landscape, organizations require customer service applications that improve self-service and customer experience. The mobile browser, the mobile web and the mobile application are some of the ways to present the mobile interaction with the client.
Customer predictive analysis
According to Gartner, it is the ability to estimate or model potential aspects of a relationship. Predictive analysis is used to describe a data mining approach with four attributes, i.e. emphasis on forecasting (rather than description, classification or grouping), quick time to get information (measured in hours or days), emphasis on relevance commercial result ideas, increasing the emphasis on ease of use (making tools accessible to non-technical users).
Administrative knowledge
Having knowledge management solves the dual purpose. The organization has an economic option for customer service and customers can be responsible and feel empowered. Knowledge management is one of the fundamental resources of a customer-centric organization. It contains information on best practices and other operational processes. Knowledge management helps to convey an accurate and coherent message on all participation channels.
Digital engagement channels
The world is moving towards digitalization. Email management, live chat, virtual customer service assistants, conversation interfaces and joint browsing are some of the most used customer engagement channels today. However, they are effective only if they integrate perfectly to ensure a constant customer experience. Give customers the freedom to use the channel they prefer and when they prefer.
Management of participation in social networks.
The ability to allow organizations to go beyond the tracking of mentions in social networks and, in fact, to be involved with customers. It consists of four functions: external community software, social analysis for customer service, participation in social networks and internal community software. All of this allows customers to evaluate and review services and help organizations monitor and respond to customers on social networks.
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