Prezi for Business

How can customer support teams benefit from incident management?

The great boom in the service sector of the economy is greatly attributed to the advancement of technology and the amount of effort pooled into the research and development of it. This evolution has brought about a drastic increase in the number of netizens, who are ardent followers of the internet and have become the trendsetters of this digital era. This popularity of the internet and easier access to this network has made possible the advent of e-commerce and online shopping websites. This has greatly helped the people to shop online and purchase goods and avail services of their choice without any need to visit a typical retail outlet or point of sale. The reduced need for a customer grievances redressal outlets has increased the need for customer care tele services as well. These customer care service centres offer solutions to the problems the customers encounter while using a particular product or availing a particular service. This customer support service has always been in high demand with a huge influx of calls from the customers round the clock.

Incident management is all about the process of making the customer service operations as resilient as possible. At the event of occurrence of errors of any kind, the ability the support team possesses to resolve the issues as quickly as possible and get back to roll like any other day, is actually powered by the incident management software. By getting things back to normal in minimal time, it ensures that the incident does not impact the service delivery negatively.

Here is a list of means and ways through which incident management can aid and assist customer support delivery:

Availability of service 24/7

Customers who call up to the support center are those in need of an immediate resolution to the problem they have encountered. A customer might require assistance at any time of the day. This makes it important to provide them support and help them resolve the issues round the clock. Availability of resource persons at the workplace in sufficient numbers to answer calls and resolve issues is not always possible. This software optimizes the calls and ensures that the customers are not denied support and the resolution process is not delayed due to the unavailability of experts. In case of a service delivery, especially at the event of occurrence of any issue, there is an obvious heavy call traffic that has to be handled by the support team. This software provides a great deal of support at such instances.

Schedules the calls

Owing to the demand for customer support that is required round the clock, incident management also helps the support team to deal with efficient optimization of these calls. There are instances when the support team experts are either on another call or unavailable to receive one. In situations of this kind, this management software re-directs the calls to experts even after their working hours and even if they are not physically present at the workplace. This concept helps the customer support center to guide their customers and resolve their issues without much delay, securing their interests and ensuring good customer support delivery. Wise utilization of the available human resource is utilized to the fullest of potential by deploying this management software.

Alerts the experts

The fundamental aspect of customer support is the availability of experts who could resolve customer issues instantly overcall. This software ensures that it connects the call to the experts even after the work hours in case of non-availability of those at work. It organizes the workload and alerts the experts ahead of time, to prepare themselves to receive the calls. It also connects the call to the support team, instead of an individual support staff, for a team of experts can resolve the issues much faster owing to the level of combined expertise they possess.

Solution monitoring

The customer support centers usually operate on the post-remedial measures, i.e. after a customer has faced an issue with the service or post-occurrence of an incident. Incident management, steps in here with the potential to resolve customer issues even before they turn out to be a full-fledge fault, thereby reducing the recurring loss of time and amplification of the issues. This will reduce the call traffic drastically and hence enhance the quality of service delivery to a great extent. Incident management thus acts as a cushion between the support team and the call traffic that might increase post the occurrence of any such unfavorable incidents.

Filters Spam Calls

This software helps the support team by managing the calls with great efficiency. It filters the duplicate warnings and the irrelevant calls that are being made to the support center. This saves ample time and energy for the experts and enables them to focus on priority calls alone. This way, it helps reduce the call traffic drastically, routing only the customer calls to the experts.

Higher efficiency

The ability of the software to redirect calls to the experts at any hour of the day and to eliminate the time spent on irrelevant calls will eventually result in achieving higher targets. Resolving more issues of importance will thereby improve the overall efficiency of the support team. This level of efficiency in call management will also result in pleasing the customers greatly, for they can get their issues resolved at any time do the day, according to their convenience.

Customer satisfaction

The customers are the king of any customer service provider. They become the nucleus around which the entire organization revolves. Happy customers who are satisfied with the service of the support center might not promote or propagate your service quality to the others. But a dissatisfied customer who has encountered long waiting hours on-call or had received irrelevant solutions to his problem might get his frustration circulated across the social media. This will adversely impact the organization and its reputation among the people. It is hence extremely important to value each and every customer and provide them with quick and accurate solutions to address their issues. Customer satisfaction, therefore, becomes the topmost priority of the service sector organizations. This re-insists the fact that offering quality service to the customers with quicker response time will not just make them contended but will help you retain your customer base and reputation as well.

A well-planned and implemented organization capabilities are the primary attributes for the successful functioning of any customer support team. Incident management software hence ensures that the overall functioning of the customer support system is smooth and efficient while pleasing the customers as well as drafting reasonable work from the experts. This is made possible only through its efficient management of the calls according to the available resources. These standards that are achieved by the software hence paints a clear picture of the indispensable assistance it provides to the customer service operations and the customer support teams. With the world progressing towards further technological advancement, the demand for the online customer support systems will only be found increasing in the near future. Hence incorporating these technologies into customer support, is a necessary upgradation that will help you stay in the race across time, enabling you to achieve a good customer base and success rate in the service sector.


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