Application Development, Streamline Business Process, Business Intelligencees, Goal Management

  If your organization measures CSAT, you’re likely familiar with this puzzling situation. Your team works hard and goes the extra mile, and your regular customer interactions seem fine. There might even be a few positive comments here and there. Six months down the line, when the CSAT scores are out, the report card is far from flattering. It’s like a splash of cold water in the face. You’re left wondering: Are we doing something wrong? What exactly are we doing wrong? Where should we even start to fix this? Why does this happen? It all boils down to a mismatch between your initial assumptions and the realities of your customer service operations… READ MORE #CustomerService #LowCodeCRM #Amoga #LowCodeService #CRM

  No two businesses are alike. However, every company knows one truth: finding new customers is hard work. That’s why keeping your existing customers happy is so crucial. Naturally, if you are a service manager, you have to think: what makes customers stick around? The answer is ‘satisfaction’, of course. It’s no surprise that CSAT scores are a hot topic in every customer service department. Now, while high CSAT scores are important, the way many companies approach it is, at best, highly flawed. You can’t expect customers to be happy if your customer service team is working in the dark. Unfortunate as it is, most customer service teams work in the dark. They react to problems and never understand why they happen, why they matter to the customers, what counts as satisfactory resolution, and so on. This is a massive gap, and that is why SLAs exist – to plug this gap and to marry ‘what service professionals do’ with ‘what customers want them to do’… READ MORE. #Customer...

  Are these situations part of your service team’s daily life? Tickets get allocated to people not suitable, trained, or authorized to work on them. Tickets come to light only when someone asks for an update from the client side. Tickets pass through more than one layer of the helpdesk before they land in the right queue. For  90%  of service teams, this is so common that nobody is even particularly shocked when it happens. However, realize this: every time you let any of these situations happen, a customer somewhere is left waiting – their requests are not even close to being resolved. This is why, despite good work and hard effort, customer satisfaction (CSAT) scores for most service teams don’t improve. But why do service teams struggle so much, when they have a CRM in place that promises to make life easy? When the war cry on everyone’s lips is that of ‘automate, automate, automate’, why does so much work get done based on memory, intuition, and sometimes even guesswo...

  If there’s anyone who knows a thing or two about process design, it’s Jack Welch. He was the former CEO of General Electric. More importantly, he was a pioneer of process design. He famously said, “An organization’s ability to learn, and translate that learning into action rapidly, is the ultimate competitive advantage.” We’d like to take it a step further… Organizations also need to put those actions into processes—and then stick to them. Why? Because when processes reflect meaningful work, and when everyone follows process, it implies that all work is meaningful work. This means that every effort moves the needle toward your goals. Nothing goes to waste. This is crucial for sales teams to enjoy their work and to achieve their goals by design, not by luck… READ MORE

  In the world of sales, there’s a valley that separates effort from outcomes. Every company tries its best to build a bridge over this valley. But the problem is that most of these bridges look like planks of wood tied with ropes. Naturally, sales professionals find these bridges hard to navigate, and most of them topple into the valley of frustration… READ MORE

  “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angelou, American civil rights activist and poet. In a weirdly accurate way, this quote applies well to customer service in today’s corporations. Unfortunately, when customers reach out to a service centre, they expect a humane, empathetic, and organic response–rightly so. However, they often feel as if they’re just speaking to a machine. “ 80%  of customers say the experience a company provides is just as important as its products and services.” – Salesforce… READ MORE