Customer service impacts every department of your company.
It’s generally accepted that it costs 10 times more to win a new customer than to keep an existing one. Winning customers and then keeping them loyal are critical business requirements. But what keeps customers loyal?
As is usual with such questions, the answer is: many things.
Price, quality, availability, previous relationship and even just the inertia of staying with a company they’ve dealt with for some time all play a part, though customer service is a decisive factor. Customers need immediate answers to their questions, thoughtful (and proactive) communication, fast shipping, accurate charges on their invoices, and short lead times.
In fact, they don’t just need it: they expect it. Are you providing it?
Taking Your Customer Service Department Paperless
If your customer service isn’t measuring up, you may want to look at how information is accessed within your organization. When customer service representatives can’t readily retrieve order numbers, shipping documents, or other information that a customer is looking for, loyalty erodes. The longer customers stay on the phone, waiting for answers, the more annoyed they become.
A faster experience is crucial – and providing immediate access to customer service documents is a perfect first step. A digital archive can give your customer service representatives the information they need, right when they need it.
Our IntelliChief Paperless Customer Service whitepaper demonstrates how automating information capture, management and workflow of customer service processes successfuly engages your staff with each of your customers. It also shows you how validating and updating each account’s information and orders documentation with your enterprise resource planning system (ERP) can help you provide better service at every level of your organization.
Keep reading to learn more: http://bit.ly/1enzegT.
Or, keep reading to discover more of IntelliChief’s paperless customer service solutions.