Five Common Customer Care Complaints and What Your Business Can Do About Them

As the customer care industry transforms, consumer behavior is changing the way customers want to be serviced, forcing companies to shift the way they interact with customers, partners, internal employees, and agents. Customers are open to spending more and purchasing additional products, but companies must provide excellent service in order to win customer loyalty.

We recently discussed the "Four Customer Care Trends Your Business Needs to Adopt." Today we will cover five common customer care complaints and what your business can do about them. Let's take a look at the Top 5:

Customer Care

1. I can't find the information I need.

Self-service has become the channel that customers seek to resolve issues even before they pick up the phone or send an email. According to Microsoft's 2015 U.S. State of Multichannel Customer Service Report, 75% of the consumers surveyed said they have used a search engine to find an answer to a customer service question and 92% expect a brand or organization to offer a self-service support portal or FAQ page. In fact, half of the surveyed customers said they have more favorable views of brands that offer a mobile responsive support portal. Unfortunately, almost a quarter of these consumers said they were not able to find the information they were looking for and the cited too little information, disorganized information, and no search capability as the main reasons why.

So what can your business do? It's time to get on the self-service bandwagon and choose a knowledge management solution that is easily updated and consistent. It's important to keep track of what types of information customers are seeking and make sure that common inquiries are added to the knowledge database.

2. I'm on hold for too long.

The report also notes that half of U.S. consumers say one to five minutes is the maximum time they'll wait on hold with less than 20% saying they'll wait more than 10 minutes. In this case, time really is money. So, what's holding up the process? Customer Service Agents often have to juggle multiple log in data, screens, and applications. When taking a customer call agents will also need to navigate to the correct application to address that specific issue, the customer's data can be located in a different place, and notes may need to be taken on another screen. All of this navigating and logging in adds time to individual calls and can hold up the resolution process for everyone.

So what can your business do? A unified service desk with single sign on capabilities can eliminate the need for agents to manage multiple log in information and multiple screens. By having all data centralized within a single platform, you eliminate the typical islands of data found at contact centers and reduce average handle time across the board.

3. I'm being passed to different agents.

One of the most common complaints from customers is that they get passed between agents in order to reach a resolution. Customers are often either initially directed to the wrong agent for an issue or are passed to multiple agents who are unable to resolve the issue. A customer's satisfaction plummets when they find they must repeat their issue to different agents, give answers to the same questions, and wait longer for a resolution.

So what can your business do? It's time to make sure tickets, inquiries, and calls get routed to the correct agents right off the bat. When tickets are routed to the appropriate agents, we want to make sure they have the right information to provide a high level of service. Having your channels and systems of records integrated with Global Case Management – CRM, will ensure that regardless of where an inquiry is routed, your agents can provide the same repeatable high quality interactions and proactive service to customers.

4. I have contacted customer service multiple times about the same issue.

Another complaint from customers is that when they submit a ticket they don't hear back in a timely manner or are told an issue is resolved only to find that the issue keeps recurring. Siloed departments and islands of data often cause inconsistencies and errors. Tickets can get lost, information might not get transferred, and the right departments might never be notified of an issue. For example, a customer's address might be corrected with an accounting department but that change might not be communicated to the shipping department – resulting in the issue only being partially resolved.

So what can your business do? By implementing a solution that provides a single, centralized location for data, you can eliminate the errors and inconsistencies that plague many customer care centers. Ensure predictable, repeatable, and high quality interactions with your customers by having call scripts to guide agents with relevant knowledge tied to your inquiries. Through this solution, you will see significant increases in CSAT / NPS scores and First Call Resolution (FCR) time.

5. Unfriendly, uniformed customer service.

We all know of the dreaded customer satisfaction surveys that cite unfriendly and uninformed agents as an issue. It's also common fact that there is a lot of turnover for customer service agents. With aging technologies and the large amount of disjointed and ineffective tools to solve issues– it's a perfect storm for customer service problems. According to a MyCustomer.com article that detailed a recent agent-facing survey, 32% of agents say they lack sufficient knowledge to help customers and 22% say incorrect or inconsistent customer data held on different platforms is a major issue.

So what can your business do? A single, comprehensive solution with an accurate knowledgebase and centralized information is the way to go. By providing your agents with the proper tools and information to solve issues, you can start to turn bad CSAT scores around. By making it easier for your agents to deliver service with confidence and providing them with a clear vision for customer service interactions, you can create better customer experiences.

So are you ready to address these common customer care complaints and transform your customer care center?

We can help! PowerObjects delivers tailored customer care solutions that leverage the power of Microsoft products, including Dynamics CRM, USD, Parature, from Microsoft, Power BI and Office 365, as well as our own PowerPack add-ons. Our experienced consultants provide personalized business process optimization and other services to our customers to help drive down operating expenses, automate repetitive tasks, provide management reporting, and provide baselines for AHT, FCR and other measurement criteria.

To help you get started with planning a new roadmap to better customer service, download our CRM for Customer Care: 9 Successful Deployment Strategies eBook.

Happy CRM'ing!

Three Tips for Optimizing Your Help Desk Performance

For most industries, a high-performing help desk is critical to maintaining the reputation and growth of an organization. Many organizations place a huge emphasis on exceeding the agreed upon service levels in order to keep their customers happy. While having to troubleshoot and resolve issues on support tickets is the primary responsibility of the help desk staff, a lot of times they end up spending more time tracking and managing tickets and less time focusing on the satisfaction of the customer.

Unfortunately, weak links in your help desk processes can create a large amount of manual employee administration, which can detract from the actual time spent on resolving customer issues. This is where optimizing key help desk support processes can improve performance and reduce human error, especially when you have the functionality of Microsoft Dynamics CRM on your side. In today’s blog we will discuss three tips you can do to optimize your help desk performance. Let’s get started!

Step 1 - Define the Proper Categories for Help Desk Requests

Every help desk should categorize their requests in order to better handle the customer’s issues when they submit a request via your website or contact your contact center for support. Proper request categorization helps the help desk administrator to sort the issue into knowledge buckets. These buckets will enable the proper routing of tickets to the help desk solution staff based on identified skill sets.

Categorizing help desk requests will enhance the ticket escalation process and reduce overall support costs. Some help desk request categories may include:

Step 2 - Employ Knowledgeable Help Desk Administrators or Automate Request Assignment and Routing

To improve the performance of your help desk, automatically assign requests to a particular help desk solution staff based on predefined ticket routing business rules which includes and is not limited to request categories, help desk solution staff skill set, location and availability.

The main task of the administrator is not to solve the customer's problem, but serves as a link to direct the customer to the proper help desk solution staff. Your help desk administrator should act as a coordinator, not as another help desk issue resource. If a knowledgeable help desk administrator is employed, sometimes it causes more problems than it solves because it places a bottleneck between the customer with the problem and the help desk solution staff with the solution and can sometimes cause a delay in resolving the problem for the customer.

Step 3 - Automated Ticket Creation for Common and Repetitive Service Requests

Common tasks such as setting up a new employee with system access, telephone, user IDs, passwords, network/internet access and access card can be automated. Automating repetitive service requests saves time for all involved.

Automated follow-up processes allow you to follow-up with customers within a certain amount of time to make sure their experiences with the organization are satisfactory.

That’s all for the blog today! Wondering how your company can use Dynamics CRM for a help desk solution? We’re happy to help. Contact PowerObjects today about developing a solution for your organization.

Happy CRM’ing!

How to Send an Automatic Email Response on a Case Creation

When working with case management, wouldn't it be nice if you could notify customers that an email was received and a Case created? Well, here's how you can configure Dynamics 365 to send an automatic response.

To enable automatic email responses, all you have to do is configure the out of the box "Automatic Record Creation"- no Plugins, Workflows, or customizations are needed.

If you are new to Case Management in Dynamics 365, you can access it by navigating to Settings à Service Management.

case creation

1. Create a new "Record Creation and Update Rules" record:

case creation

2. Set "Source Type" to Email, and "Queue" to an Email enabled Queue record.

3. Check "Send automatic email response to customer on record creation."

4. Select an Email Template:

case creation

Once the Case is created in Dynamics 365, the customer will be notified via email:

case creation

Now you know how you to configure Dynamics 365 to send an automatic response that notifies customers that their email was received and a Case created.

For more helpful tips and tricks, be sure to subscribe to our blog!

Happy Dynamics 365'ing!

Join us! Driving Omnichannel Customer Engagement with Microsoft Dynamics 365

Today's customers expect a seamless and consistent experience across the growing number of channels they are using to interact with companies. What we are seeing in the marketplace, is that although organizations promote that they support a multi-channel or omnichannel service model, in reality, very few actually do and most have siloed business units that handle each channel so that data does not pass between them. To customers, this is not acceptable, and they will leave to find an organization that will support them in the way they want.

To stay on top of providing true omnichannel service, you need to prioritize the adoption and mastery of new and emerging channels and refine your existing ones. In order to accomplish this goal, your company needs the right tools.

Join PowerObjects, and CaféX, a leading provider of real-time communications software that transforms digital engagement, on June 21 to hear what's driving the demand for omnichannel engagement. Learn about a new, integrated solution that provides your customers with immediate personalized support while improving your staff's productivity and leveraging your investments.

With CaféX Live Assist for Microsoft Dynamics 365 you can create omnichannel customer experiences with in-app support via chat, co-browse, document share and more. Hosted in the Azure cloud, and co-developed with Microsoft, this solution embeds real-time customer interaction channels within Unified Service Desk and web clients for Dynamics 365.

During our webinar you will:

You won't want to miss this opportunity to learn how you can empower your organization to deliver true omnichannel engagement. Register Now!

If you can't make the webinar, you can still register and we'll send the recording. Hope to see you there!

Happy CRM'ing!

Three Ways Your Service Agents Can Act as Service Ambassadors to Improve Customer Experience

Great customer service starts with your front-line employees. They make the first impression, provide the first touch, and act as the face of your organization. Being able to provide high performance service is key to customer retention. Customers today have placed superior service as a priority in their decision making of whether to stay with a company or leave. It's imperative to find a way to differentiate your service from the crowd. What kind of impression is your organization making through your front-line service agents? How can you empower these agents to support customer success and build relationships?

Whether your agents are in the field or in the contact center, they have the opportunity to go beyond providing basic service. Agents can use interactions as an opportunity to understand customer pain points, gather feedback, identify areas of value delivery, communicate the importance of the service relationship, and advise customers on additional service that can generate value and support success. At PowerObjects, we have found that successful businesses are providing this type of customer-centric service to meet their customers' evolving expectations. Their service agents are moving beyond simple issue resolution and acting as Service Ambassadors.

Here are three ways you can promote service ambassadorship in your organization:

1.)Emphasize providing value-add service, not sales

Customer service interactions are a great way to promote cross-sell and upsell opportunities, however it's important to make sure your service agents are framed as ambassadors and not sales representatives when interacting with customers. By providing your agents with the right information at the right time, they will be able to make recommendations to customers based on key information like account or purchase history or even predictive analytics. Value-add service opens the door to creating deeper relationships with your customers.

2.)Empower agents with access to key customer insights

In order for agents to take the next step to become ambassadors, they need more than just the knowledge to solve issues. They need to be able to understand their customers' issue, profile, and history. In terms of cross-sell and upsell capabilities, 73% of consumers prefer to do business with brands that use personal information to make their shopping experiences more relevant. By providing agents, field service technicians, or project managers with an omni-channel platform that delivers a 360-degree view of the customer, they will have the background information needed to provide personalized experiences.

3.)Make the most of your customer's time

Service agents and technicians want to focus their time and effort on providing great service and developing customer relationships. So how do you make sure your ambassadors are maximizing the time they have with customers? Reduce the amount of busy work, redundant data entry, and repetitive tasks required. By providing integrated technology solutions for your service, you can optimize processes, streamline tasks, and eliminate your agents' need to repeat questions or spend time looking up information across disconnected databases. By making service experience a priority and empowering your ambassadors with the right tools, you can improve worker engagement and in turn, you will see a reduction in turnover and Opex, and an increase in customer retention.

Learn more about how your organization can empower service ambassadors in our white paper: From Agents to Ambassadors: Creating Better Customer Service Experiences. You can download the white paper here.

Stay tuned next week for our next installment on Service Ambassadors when we share a special guest blog post by The Service Council.

Happy CRM'ing!

Round Two: Service Ambassadors Webinar Series

Did you catch our recent webinar, Creating Better Customer Experience by Empowering Your Service Ambassadors? We talked about ensuring your agents have the right tools and information at the right time so that you can provide the highest level of service. If you didn't get a chance to watch it, check it out! Here is a link to a recording of the webinar.

In part two of our Service Ambassador series, we'll look at how to become strategic customer ambassadors by discussing leading organizations that are empowering front-line personnel through the accessibility of data. We will also look at how a world-class business begins the process of making the changes to embrace an information-enabled (or data-enabled) customer success strategy. Presenting with PowerObjects' Greg Moser, Sumair Dutta from The Service Council will share recent research data conducted by The Service Council.

Want to learn more about Service Ambassadors? Check out this white paper:


Service Ambassador White Paper Cover

4 Channels You Must Add to Your Omni-Channel Customer Service Strategy

Customers expect a seamless and consistent experience across the growing number of channels they are using to interact with companies. What we at PowerObjects are seeing in the marketplace, is that although organizations promote that they support a multi-channel or Omni-channel service model, in reality, very few actually do and most have siloed business units that handle each channel so that data does not pass between them. To today's customers, this is not acceptable, and they will leave to find an organization that will support them in the way they want.

Consumers are now using multiple channels and devices at any given time and are expecting to jump seamlessly from channel to channel for their service interactions. Not only should organizations be broadening their channel offerings, but they must also ensure they are providing true omni-channel service. The primary service channels we are seeing used within the industry are the most traditional ones: phone, email, and chat. However, alternative channels have started to outpace the growth trajectories of these traditional channels. Let's discuss these alternative channels and why you should be adding them to your service strategy:

Self-Service

There is a self-service revolution going on in the industry and it is becoming one of the fastest growing service channels. According to Forrester Research's North American Consumer Technographics Customer Life Cycle Survey, consumers now say they are using self-service FAQ pages on a company's website for customer service more often than speaking with a live agent on the phone. It's become an expectation of consumers that an organization provide a self-service option. If your organization isn't providing an effective self-service option, you're alienating a large portion of your customers.

The Internet of Things (IoT)

According to a study conducted by research firm, Gartner, by 2020 there will be over 26 billion connected devices around the world with the ability to request support. By integrating the Internet of Things to your service infrastructure, you are given incredible visibility into data that can be used across your organization in a predictive, proactive, and personalized manner. At PowerObjects, we are seeing more organizations inquiring about the significant increases in IoT as this channel continues to mature.

SMS/Text

SMS is often used as a channel for one-way marketing communications to consumers, but it also makes for a great customer service channel. Customers like using this SMS because it's convenient and eliminates the need to call in to a service center and wait in a queue for a simple question or to check on the status of a work order. It also provides a cost savings to organizations since it can be cheaper to support SMS than a live phone. We see SMS/Text messaging as a new channel that consumers are migrating to given the SMS/Text explosion for certain segments like millennials.

Social Media

The growth for the social media channel has steadied, but it's still an important channel to customers who are either unhappy and want their voices heard or customers who are loyal to brand and are interested in engagement and sharing. For brands that are looking at targeting the millennial age group, they should definitely adopt and develop this channel. 78% of millennials expect a response on social media within 24 hours and 64% believe social is an effective channel for customer service. It's important for organizations to keep up with sentiment on social media in order to provide proactive service and ensure issues do not escalate. We are seeing both social engagement and social listening driving proactive interactions for social.

The ability to provide customer-centric omni-channel service should be a priority in your organization. Studies show that organizations that adopt a true omni-channel approach to their service are better equipped to meet their customers' communication preferences and see a boost in retention.

Want to learn more about finding omni-channel success? You can read our full report in our free white paper: Providing True Omni-channel Service in a Changing Service Landscape.

Happy CRM'ing!

The CRM Minute: Tops Trends in Providing an Omni-channel Service Experience [VIDEO]

Today’s customers expect a seamless and consistent experience across the growing number of channels they are using to interact with organizations. In today's episode of The CRM Minute, hear from Greg, our Customer Service Superstar, about some of the trends we are seeing in the industry!

Additional Resources

PowerObjects Presents a High Performance Service Webinar Series

Customer service is one of the hottest topics in the industry right now and today's customers see service as playing a major role in determining their loyalty to a brand. It has become more important than ever for businesses to provide a high level of customer service in order to stay competitive in the market.

To meet the demands for high quality service, you need the right tools and at PowerObjects, that platform is Microsoft Dynamics CRM. We have put together this High Performance Service webinar series so you can learn how to use CRM for your customer service, field service, and project service. Check out the links below to register.

Field Service and CRM: A Dynamic Pair! – September 13, 1-2pm CT

Are you a service organization or a manufacturer that utilizes field technicians or a mobile workforce? Do you manage service contracts, maintain equipment, or provide remote services? Do you need to optimize the routes of your field organization? Your Microsoft Dynamics CRM professional license now includes field service functionality!

How to Empower Your Customer Service with Microsoft Dynamics CRM Global Case Management – September 14, 1-2pm CT

Customer Service organizations are looking to transform their customer care centers by providing a superior engagement platform for customers, prospects, and partners. CRM is key to providing an excellent level of customer service across any channel, by providing the right information to the right agents at the right time.

Many leading analysts project that around 50% of Customer Service CRM deployments fail to meet an organization's objectives and goals. To ensure the implementation of a successful CRM solution, it is critical to understand CRM best practices and how to mitigate deployment risks.

Aligning Your Business for Success: Introducing Microsoft Project Service for CRM – September 15, 1-2pm CT

We all know the challenges with optimizing your professional services organization for growth. Will the work finish on time? Will the work be within budget? Most of us have been part of the emails between departments in organization. What if there is a better way to keep visibility on key metrics and better align all departments in the organization to deliver a great customer experience. Got Dynamics CRM Project Service?

Can't attend this webinar series? Not to worry – we will have the recordings posted on our Webinars on Demand page. Want to learn more about our customer service practice? Check out our website here.

Happy CRM'ing!