Imagine yourself as a service agent for retail giants like Amazon or Alibaba. What is the first thing you notice? Customer queries and service demands. Handling such a huge load of queries makes the work even more difficult. And that results in lack of customer retention.
What is it?
It’s easier to get customers than keep the customers. Customer retention can only be ensured through proper customer service. But how to do that?
Many large scale companies use several systems and software like GDPR and SAP. These are specialized software designed to store customer information. These systems are all part of the legacy enterprise software. You might be thinking what are the issues with that? The issue is with the legacy enterprise system. The data is not personalized, rather its categorized in this system. Time is spent more on data location than customer service. The data locating process is manual for this system. And that tends to take a lot of effort and time.
That brings us to the main question, how to bring efficiency in service? The straight forward answer would be integration. Not the integration from calculus, but the integration of the entire customer data in a single view for the service staff.
How does it work?
This form of integration often called cloud integration is not a new concept. It is a recognized fact that customer information is managed in different systems by different software. To address customer queries, a service agent needs to individually assess the information. The idea behind cloud integration is to cut this data assessing period. An agent can effectively access data from a single entry point. The cloud integration system would access and assess all the relevant information and present them on a single screen. This not only ensures efficiency but also helps to accurately pinpoint the solution of the customer queries.
In modern times, online service or support has gained considerable momentum. It is now much easier to simply reach out to the support staff online. This seamless integration process would help to ensure better and efficient customer service which in turn would ensure better customer retention.
Which integration software to use?
Several integration software and platforms are available for this purpose. However, MuleSoft and Salesforce.com (SFDC) cloud services are especially notable.
This is a known fact that the service scenario for companies is very dynamic. The clients expect top of the line service for their invested money. And it is only ethical for companies to respond in the same way. MuleSoft is unique in a way that it adapts to the needs of a service agent.
MuleSoft uses a specific software called MuleSoft accelerator for this purpose. The software provides integration with –
- Completely new and unique API for each client base.
- Unique connectors and integration template.
What it means is that it makes the data more accessible. A service agent can easily access information from a diverse platform like ServiceNow, Jira, and SAP.
So what is the use of a cloud system? A cloud system is necessary to make the data mobile. It is also one of the safest modes of data storage. The cloud system ensures that the data can be accessed by any authorized person.
The Salesforce.com service cloud has also been designed with that in mind. It is based on a CRM platform. What it ensures is –
- Faster service console
- Case analysis
- Diverse suggestions using a strong algorithm
- Automation of the service
- Matching the issues with the right service agent
- Post-service analysis
- Call directory
- Bringing the FAQ and repeating tasks under automation
- Product tracking.
Essentially, the cloud service integrates every major issue faced by a service agent. The working process is also very simple. For example, an ITSM related issue will be stored in GDPR. Once the issue is identified, it will produce a ticket. The agent can directly monitor the progress from the cloud. This saves the time that would have otherwise been lost to manual tracking.
This whole process is designed with a MuleSoft accelerator. The unique case management is designed to address each issue separately. MuleSoft accelerator and the service cloud are complementary to each other. The service cloud ensures better accessibility. And the accelerator ensures a better process.
And that brings us to our first point, customer retention. A customer expects a better service after the product purchase. This helps to build a brand image as well as customer satisfaction. Service integration helps to point the exact issue and integrates all the relevant information. This makes the judgment easier for the agent. An agent can provide a more swift and decisive solution. The accuracy of the service also increases. The customer tends to get their solution at one go. And that is an important satisfaction factor.
The necessity and implementation of an automated service are clear. Whether you own a small business or large, the need for customer service is universal. And correct service integration will ensure better business prospects.
Plekton Labs is a MuleSoft consulting company helps organization better service integration, customer case management with providing 360 degree view of support case, adding reliability in case synchronization process etc. Please contact Plekton Labs to know more.
