Many organisations have grown through being able to deliver an amazing customer experience. Together with growth comes volume which often leads to resource capacity challenges. Technology such as CRM systems has taken marketing to an unimaginable level for organisations through automated emails and messages to their customer base. If your business don't have the tools to follow through on this communication journey with your customers, it can be a make or break in a good customer journey experience.
These types of systems come with great power to communicate easily to a large customer base, but can also put your business reputation at risk when you don’t have a system that helps your customer service team to close the loop in delivering a great experience with that customer.
For example, a car dealership has an automated direct email and SMS system that reminds customers of their car’s annual service. The customer is prompt to email, phone or fill in a webform.
In general, CRM systems are able to capture email and webform information and push it through to the relevant sales person successfully. Beyond this, it’s up to your team to make sure that this customer gets the best experience from booking to getting the service done.
In so many situations, a bad customer experience comes down to a lack of communication. Imagine this, the customer phones to book a service and a receptionist directs the call to the service centre. The service booking agent is busy on another call and the receptionist needs to take a message, but doesn’t have any means of capturing and saving a notification on this customer’s profile. Meanwhile, the system doesn’t pick up that a service booking has been made, and the customer keeps getting frustrating reminders that his car is due for a service. After the service is booked, done and paid for, the CRM system still doesn’t have any way of knowing that the customer has been served. It still keeps on reminding them of the car service that is due. By this time, the customer also had a very bad experience in just getting the car booked in for a service.
A knowledge management system can help this team successfully close the loop in their communication flow without necessarily having to increase their workforce. Our Knowledge Management Solution provides a single view of multiple knowledge sources including response templates for different channels. It is a highly functional system that is constantly updated to reflect the requirements of our varied customer base. It can be used as a standalone or as an integrated solution with existing systems such as CRM, ITSM or internal intranets and external websites.
A Knowledge Management System can help you grow your customer base and be able to offer an amazing experience without your team getting overwhelmed with the volume. For more information on Knowledge Management, click on the link below: