The main challenges in after-sales service
AlfaPeople |
Jun 08, 2017

The main challenges in after-sales service

In short, it can be said that the after-sales service is provided to the customer after the purchase of a product or service. The challenges of this area for large and medium-sized companies go beyond good customer service. They are:

  • Availability: Depending on the industry and the service audience, all communication channels must be made available to the customer. Self-service portals, toll-free numbers, email, chat and social networks are among the most popular channels for customers looking for problem solutions related to a service or product.
  • Productivity: Service operators seek good AWTs (average waiting time). In order for an operator to understand the nature of the call, search the solution and provide the service in a short time, the information needed for all types of services must be in an easily accessible location.
    • Ergonomics: Finding the information you need for service can’t be a challenge for the operator. The attendance system should present simple and intuitive navigation.
    • Legacy system data submission: To end a successful call, an attendant may need information such as “product delivery status,” “payment history,” or others that are unlikely to be tracked in the customer service / CRM system. The attendance system should provide for integrations with other systems or mechanisms for on-screen data display at call time.
    • Knowledge Base: Articles from a knowledge base can be powerful resources to provide the attendant with the condition of resolving calls at the first level of service.
  • Processes: A production service center is process-driven. Attendants are divided into islands of specializations that communicate with call transfer or escalation of service.
    • Service scripts: The system should provide the intelligence of guiding the attendant throughout the call, facilitating the process of finding information and completing the call.
    • Escalating for the back office: In some service structures, the complexity of call types may require the existence of a back office or second or third level service. When service goes through a complex structure such as these, control over the scheduling of calls provides standardization and traceability.
    • Call distribution: All service channels that require interactions with attendants must have a screening process to facilitate the first contact with the customer and the correct targeting of the call.
      • Telephone calls usually have an IVR to collect customer information, call service, and direct the call to the correct Call Center island;
      • A customer who wants to make contact with the company in a chat service can give a brief description of their request before the conversation starts.
      • E-mail inquiries can be controlled in service queues. The service queues can be accessed by groups of attendants and their correct management ensures that each service will be handled by only one professional.

Microsoft has been supporting customer service areas of different sizes and operations with the following solutions:

  • Unified Service Agent (USD): The Unified Service Desk for Microsoft Dynamics 365 provides a configurable framework for quickly creating applications for call centers so that agents can get a unified view of customer data stored in Microsoft Dynamics 365. You can aggregate customer information from different areas in Dynamics 365 In an integrated desktop that provides a 360 ° view of customer interactions. This provides customer service agents with immediate access to critical business information so they can quickly contact customers to service queries and troubleshoot issues. It has features like:
    • CTI Integration: Unified Service Desk provides a framework for CTI adapters that can be used in agent applications to handle screen display, call routing, softphone control and other CTI features – as long as certain rules are followed during the development of these CTI adapters.
    • Code-K LiveChat Integration: Code-k LiveChat can be connected to the Unified Service Desk by providing call distribution control via Chat, call monitoring features, and conversation history storage.
    • The UII Aplication Adapter: USD may consume information from external systems and present relevant and contextual data to the attendant in a single interface.
    • Call Scripts: The USD Call Script is a powerful feature to guide the caller along the call. It provides standardized texts for reading and controls attendant interaction with Dynamics information in the customer’s context.

Contact AlfaPeople and learn more about how to overcome the challenges of a Contact Center!