‘Please wait for 2 minutes while I access your information.’
‘Can you please give us your order number?’
‘When did you place the order?’
‘Can you please give us your registered email address?’
When the world is moving towards an exponential increase in automation, the new-age customer is not interested in vague resolutions to their problems. Customers are looking to have their issues resolved without having to contact customer service more than once.
The key goal, as we see it, towards acquiring a 360-degree overview of your customers is to help you drive a more successful customer management strategy that is directly relevant to the first call resolution (FCR) of a company.
What is a 360-Degree Overview of your Customer?
A 360-degree overview consolidates all customer data in one place, integrating information from various touchpoints such as calls, chats, emails, texts, social media interactions, and surveys.
This comprehensive approach includes details on social media behavior, purchasing data, contact information, and all customer service interactions.
Why Your Business Needs a Customer 360-Degree Overview?
A 360-degree customer view enables agents to focus on solving issues rather than performing redundant tasks. Integrations with knowledge management systems and customer segmentation tools allow for efficient exception handling and create opportunities for cross-selling and up-selling. Benefits include:
- Enhanced FCR: Quickly resolve customer issues by having all necessary information at hand.
- Improved CSAT and NPS: Increase customer satisfaction and loyalty.
- Reduced AHT: Shorten average handling time by streamlining processes.
- Higher Customer Retention: Deliver exceptional service to encourage repeat business.
In the era of API powered interconnectivity, almost every technology platform can be integrated with each other:
- Improving the productivity of the user,
- Adding efficiency to the entire business process
- Enable superior analytics for data driven decision making
- Collating information from multiple systems to create a holistic view
- Ability to make changes, and update data in multiple systems with a few clicks
Sources of Information for Resolving Customer Queries
Integrating various systems provides a holistic view of the customer. Key sources include:
- Accounting system
- Core Admin System: Customer demographic details.
- ERP: Order/service information, payment details, inventory, and logistics.
- Inventory Management System
- Order Management System
- POS System
- Accounting System
A ticketing system should be the central hub of customer service, integrating all touchpoints (social media, email, call, chat, etc) and internal systems to provide agents with a comprehensive 360 view of the customer.
For example, the initially mentioned questions can be easily avoided as follows:
Practical Application of a 360 Degree Overview
Avoid unnecessary questions by integrating systems to fetch information in real time:
- ‘Please wait for 2 minutes while I access your information/ Can you please give us your registered email address?’
The registered mobile number or email ID becomes the unique identifier to fetch the necessary information from an internal system integrated with the ticketing tool against a ticket in real-time.
- ‘Can you please give us your order number/When did you place the order?’
Integration of the ticketing system with ERP or order management system or e-commerce back ends (Shopify, WOO Commerce, Magento, etc) fetches the order information (order number, order date, items ordered, delivery status, etc) based on email ID or mobile number.
Conclusion
Acquiring new customers is important for business growth, but retaining them and having them return for more is equally (if not more) important for the longer-term sustainable evolution of your business.
Kapture’s AI-ML-enabled ticketing system helps you build personalized, contextual, and intelligent customer interactions by enabling an integrated customer 360-degree view dashboard for your agents.
Our bleeding edge API infrastructure makes integrations with any system a breeze.
,
,
,
,
,
,
,
,
,
,
,
,
,
