A Customer Centric business extends beyond good customer service, but it’s an important component. It not only serves your customers well by helping them solve problems, but serves your business well by helping you learn more about your customers; their needs, wants and challenges you need to overcome to become truly customer centric.
It’s important to offer great customer service through every channel you interact with your customers. Provide options for them to get the help they need. Solve problems quickly for your customers, capture them in a way that will provide you data and insight, and offer solutions and assistance across a variety of channels. Ensure your tone of voice is consistent. Measure how satisfied they were with the outcome. With so much to consider it’s nice to know there’s someone to not only go through the options, but to nail them for your business and your customers. Omneo records each customer service interaction with the known customer against their profile for a history of any issues, the resolution and feedback for all staff through an interface on the clienteling, Omneo profile and customer service interfaces for a consistent and easily accessed customer service history.
Customers have their service history logged for future reference, limiting their need to repeat the same query over and over again as it is resolved
Customers aren’t required to remember who they spoke to or the date as it is logged to their profile under their customer service history
Customer service tickets are addresses easily through the channel of their choice and resolved as quickly as possible
Feedback can be given in a timely manner to feel valued and heard and any issues resolved quickly
Staff are empowered and informed to be able to assist customers with their enquiries quickly and accurately with a full view of their history and profile
Best value customers can be treated with priority to receive the best possible customer service
Customers with a history of customer service issues can be tagged as ‘Handle with Care’ to alert the customer service agent to their history on their profile
Feedback can be gathered quickly and in a timely manner for accurate reporting and metrics and any follow up required on behalf of the customer