Giva Blog
Help Desk, Customer Service, Cloud & Security Insights, with a Side of Altruism!

Your Problems Are My Problems-Here's My Cell Number

Do you really want to impress a major customer with your brand of delight and amaze? If you are a senior executive or the head of customer service, give a major customer your personal cell phone number and tell them that you are reachable anytime. Your problems are their problems. How many of your competitors do this? If the Division President knew that you were doing this, what would this executive think of you? Do you just want to meet customer expectations? If so, you're not competitive enough and you're missing out on the joy of building long term relationships with important customers.

Important Features to Look for in a Knowledge Base

Here are a few features that you should look for in a knowledge base.

Knowledge Base Accepts Attachments and Screen Shots

Sometimes a picture is worth a thousand words. With a good knowledge base software system, files and screen shots can be attached to knowledge base records for further documentation. Attachments that are audio and video presentations of typical "How To" questions are excellent examples. The files are indexed by the knowledge base search engine and become part of the knowledge base software system.

Import Third Party Knowledge Bases for Agent and Customer Self-Help

This provides the ability to purchase knowledge bases from third party vendors and import for use in your own knowledge base software system. Assign security levels to knowledge records This provides the ability to assign a security level to knowledge base records, agents and customers. Accordingly, agents and customers can only view knowledge base records designated with the matching security level in their profile.

Knowledge Base Approval Process

All new knowledge base records must go through an approval process.

"Contact Me" option

After a customer reviews knowledge base records in a customer service self-help portal, if no records answer the query, the customer can request someone contact them. By clicking a "Contact Me" hyperlink, the knowledge base software application automatically creates a service request with the search criteria already tried by the customer. This service request also documents the possible need for new knowledge base information to fill voids.

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Send a Customer Surveys with a Gift-Increase Response Rate

Remember when you were courting someone you cared about? You did crazy little things like sending them notes with candy, calling them to ask if everything is going fine, and keeping your commitments when you made a promise. Are you with me? This is the role of customer service. They are charged with the care and feeding of relationships for the long term.

You may say that this is the role of your Sales organization. No customer can question the sincerity of the customer service organization that sends out love notes and gifts to customers. The Customer service department has no self-interest in a commission so this kind of care and feeding comes across pure and sincere. Have you considered sending a small gift along with a customer survey indicating to your customer that you care about them and would like them to take some time and provide some feedback?

Here is a great White Paper on Customer Service Best Practices-What Features and Functions to look for in Customer Service Software.

https://www.givainc.com/white-papers/customer-service-best-practices.htm

 

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