Guest Post: 5 Tech Solutions That Will Help You Exceed Customer Expectations

In a time where the world is more connected through technology and social media, providing excellent customer service is crucial. The reputation of your business is built on its effectiveness, including the customer experience.

Exceeding customer expectations creates loyal customers and it differentiates you from the competition. In addition, word of mouth is now more powerful than ever, as customers can easily share both positive and negative opinions online.

Here are 5 powerful tech solutions that will help you exceed customer expectations and provide exceptional customer service:

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  1. Vision Helpdesk 

Serving businesses of all sizes and levels, Vision Helpdesk is a leading customer support software that comes in 3 different products. There’s the Helpdesk software, which enables customer support agents to receive, process, and respond to service requests. On the other hand, the Satellite Helpdesk software provides a multi-company customer support management solutions.

Additionally, all features from Helpdesk and Satellite Helpdesk combined are provided by the Service Desk software which follows the discipline of IT service management.

Unique features of these software include task management, ticket billing, asset management, and release management. Vision Helpdesk allows you to stay on track as you serve clients, creating a client portal that is convenient for both customer and company.

There are multiple pricing plans offered, varying by the specific software and the hosting plan. Pricing starts at $7 per month to host Helpdesk on your server with a recurring license, or a one-time license for $150.

  1. TeamSupport

This customer support program allows teams to collaborate better by eliminating miscommunications and quickly addressing customer issues. Improving customer communication helps teams handle the customer service process better.

The program has some key unique features that help with the delivery of cohesive customer support. There is ticket automation, which allows support staff to flag messages by word or type. For example, a staff could add a flag for any support request that contains the word “upset” or “frustrated.” This allows the team to prioritize the more urgent requests that need attention.

Another key feature is the Knowledge Base tool. This allows clients to try to solve their own minor issues, which enables support staff to handle bigger challenges that may arise. With TeamSupport, customers can have their needs prioritized and met with efficient responses. Pricing starts from $40 per month.

  1. Office 365 

Another top solution that will help you exceed customer expectations is Office 365. This cloud-based service features a number of different tools that can be beneficial. One of the newly debuted services is Bookings, which allows customers to schedule appointments with a company using online software. This makes a convenient process for customers as it eliminates the need for a phone call.

Dynamics is another Office 365 software tool. The CRM package brings a line of integrated business management solutions that allow your staff to make important business decisions with a greater sense of confidence. Key features of Dynamics include lead management, contact management, and territory management.

Pricing for Office 365 starts from $5/month per user, for the Business Essentials plan. Microsoft Dynamics pricing plans start at $4 per user/month.

  1. Samanage

If your company is seeking a more advanced, user-friendly help desk solution then Samanage is the option for you. Making life easier for both your team and the customer, Samanage has comprehensive functionality that allows you to quickly respond to service requests. This results in improved support for your customers.

The intuitive service desk ensures that your team will deliver exemplary support. Clients use their email or the powerful self-service portal to submit service tickets. Users can even search for a solution independently by using the system’s Knowledge Base.

In addition to submitting a new service ticket, your customers can easily track the status of a pending issue.

Samanage allows for a desk data integration and can be used on the go from any smartphone or tablet with web browsing capabilities. You can experience the convenience and up-to-date reliability of Samanage for an affordable annual subscription based on your software needs.

  1. AmoCRM

AmoCRM allows you to manage your pipeline and sales team. The sales management service is a web-based platform enables businesses to manage customer relationships more effectively. You can directly link platforms such as Facebook, Dropbox, Xero, and Zendesk to AmoCRM.

Valuable features include sales analytics, lead scoring, and email integration. The software supports custom field creation and provides a user-friendly approach to managing your company’ interactions with current and potential customers.

AmoCrm allows you to upload existing customers from contact databases such as Gmail and Outlook. There are also follow-up tasks to keep you up-to-date on meetings and calls, and these are attached to the contact or lead cards.

AmoCRM is free to try and plans start from $15/month.

There are many excellent technological solutions available that help businesses thrive in managing their customer service by maximizing efficiency and enhancing communication. However, technology can only take you so far. In order to provide a stellar customer service, your entire business should be customer-service oriented. Strive to exceed customer expectations whenever you can and this will definitely take your business a long way in terms of longevity and reputation.

 

About the Author:

heather

Heather Redding is an avid reader, freelance writer, coffee snob and a tech enthusiast from Aurora, Illinois. When she is not working, Heather enjoys swimming and hanging out with her friends. You can reach Heather via Twitter.

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How Many Security Breach Notices Have You Gotten? Time Cloud Providers Step Up

I don’t know about you, but I do worry about cybercrime. I just got another notice in the mail from a company saying that they “may have had a security breach.”  The security of CRM or customer data is clearly something that customers care about. It’s become so common that it’s almost not a shocker when I get letters like this. CRM vendors, especially those that put customer records, data and customer analytics in the cloud must step up their security. I was relieved to hear about the independent auditors that verified that Microsoft Azure, Office 365, Microsoft Dynamics CRM Online, and Intune align to ISO/IEC 27018, which provides a uniform, international approach to protecting Personally Identifiable Information (PII) in the cloud.

The company hit other privacy milestones last year, including confirmation from European data protection authorities (Europe tends to have stricter regulations than the US)  that its enterprise cloud contracts are in line with “model clauses” under EU privacy law, and was among the first companies to sign the Student Privacy Pledge. In a blog post by Brad Smith, General Counsel & Executive Vice President, Legal and Corporate Affairs, Microsoft, he said the privacy standard, known as ISO/IEC 27018, was developed by the International Organization for Standardization (ISO) to establish a uniform, international approach to protecting privacy for personal data stored in the cloud.

What does this mean for companies and their customers? Adherence to ISO 27018 assures enterprise customers that customer privacy will be protected in several ways.

  • Companies are in control of their data. If they use the Microsoft products that adhere to ISO 27018, that adherence to the standard ensures that Microsoft only processes personally identifiable information according to the instructions that a company provides to Microsoft. So if you are a Microsoft customer, time to make sure the CRM folks and the IT/ Security folks are having lunch and meetings to discuss, plan and execute on their privacy strategies.
  • Companies know what’s happening with their data. Adherence to the standard ensures transparency about Microsoft’s policies regarding the return, transfer, and deletion of personal information the company stores in the data centers. Microsoft will not only let the company know where their customer’s data is, but if Microsoft works with other companies who need to access your data, Microsoft will let the company know who Microsoft is working with. In addition, if there is unauthorized access to personally identifiable information or processing equipment or facilities resulting in the loss, disclosure or alteration of this information, Microsoft will inform the company of this.
  • Microsoft provides strong security protection for a company’s customer data. Adherence to ISO 27018 provides a number of important security safeguards. It ensures that there are defined restrictions on how Microsoft handle personally identifiable information, including restrictions on its transmission over public networks, storage on transportable media, and proper processes for data recovery and restoration efforts. In addition, the standard ensures that all of the people, including Microsoft’s own employees, who process personally identifiable information must be subject to a confidentiality obligation.
  • Your customer’s data won’t be used for advertising. Enterprise customers have been expressing their concerns about cloud service providers using their data for advertising purposes, especially without consent. The adoption of this standard reaffirms Microsoft’s longstanding commitment not to use enterprise customer data for advertising purposes.
  • Microsoft will inform companies about government access to data. The standard requires that law enforcement requests for disclosure of personally identifiable data must be disclosed to a company as an enterprise customer, unless this disclosure is prohibited by law. Microsoft already adheres to this approach, and the adoption of the standard reinforces this commitment.

So as a consumer, do you feel safer or not? That’s the important thing. It’s a very good step in the right direction for Microsoft and it’s products. Now what to do about those cybercriminals?

@drnatalie

VP and Principal Analyst, Constellation Research

Covering Customer Experiences that Engage, Empower and Ensure High Customer Lifetime Value

 

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