It is well known that a satisfied customer is the best strategy of all.

Nowadays, companies must have an organized customer service area. People, whether they are customers or internal personnel, do not have a physical department where they can go for support or attention. This can generate anxiety if it is not well managed.

What to consider?

The center of the scene is the customer.

You have to listen to their demands, verify the steps carried out with them, and personalize the interaction. In this way, your customers will be satisfied and will recommend your service. In Expertizen we personalize the interaction thanks to Zoho CRM where we have the objectives of each business previously surveyed.

Create a culture of customer service. 

The CEO of the organization should encourage and celebrate good customer practices. Achievements related to the customer service department should be visible in the company.

Use modern and customizable technology tools according to your company's needs.

At Expertizen we use Zoho Desk to provide our remote technical support. This allows us to channel all requests from different sources in the same place (and to know about previous requests regardless of the means of contact).

Using a tool that can be customized based on business objectives, generate reports and connect with other systems allows you to evaluate the performance of your customer service department. As a result, customer satisfaction can be measured.

With Zoho Desk, it is possible to automate repetitive tasks to optimize the service. For example, assigning tickets through rules, notifying progress on tickets (to customers and agents), or creating automatic tasks.

In addition, people can have personalized portals for contact or to view frequently asked questions. In this way, they have the information at their fingertips quickly.

Finally, so that the team can focus its attention on resolving the queries identified as important, it is possible to manage the organization of tickets. Based on the date of entry, expiration, time of the sales process, or status.

Results in Expertizen

If we talk about the support and consulting area , focusing our attention on the customer and setting goals allows everyone to know what to do. Also, Zoho Desk allows us to assign tickets automatically according to the product in question (G Suite - Zoho - Kissflow - CloudM) and classify them based on their urgency and revenue. As well as, then measure the hours worked.

We are interested in having all the necessary information when it comes to resolve concerns. So we integrate different contact sources, Zoho CRM and Zoho Desk to know the history of queries of each business, its products, objectives and proposals. In this way, from a single application, we can solve queries effectively.

From the commercial area , Zoho Desk allows us to always be able to refer customer inquiries to support and see their status without leaving our daily tool: Zoho CRM.

An organized customer service department ensures the ability to serve the customer's needs.