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Fast information when people call
Ring up and get the right information straight away: that's what consumers want from their customer advisors. This is made possible by digital customer records which provide all the important information concerning orders, invoices, correspondence and more at the touch of a button in the call centre.
Although trading companies now use call centres to improve their customer support, in many cases the quality of the responses leaves something to be desired. Customers frequently do not receive satisfactory answers to their problems when they make enquires by telephone. Very few customer enquiries concerning orders, delivery dates etc. can be resolved straight away. The main reason for the poor quality of telephone customer support is that staff in the call centres do not have all the necessary information. Very few companies currently work with electronic customer records which provide all current and historical data relating to the customer including letter and email correspondence at the touch of a button.
Electronic records: as simple as paper
Integrated solutions for electronic records and workflow-controlled processing can bring about significant improvements in quality when it comes to customer support in trading companies. These digital records can be handled in the same way as paper records, but they are superior in terms of functionality, speed, efficiency and security. Customer service in particular benefits when records with all the customer information – from current and previous orders and invoices to correspondence – are accessible at the touch of a button without the need to request them from other organisational units. The structure of these digital records is flexible and can be adapted to the needs of an individual company. E-records can contain the most diverse types of documents, e.g. scanned inbound mail, Office documents, Web documents, emails, notes, status information concerning transactions as well as links to websites.
Digital assistant provides the right answers
The first trading companies such as Baur Versand in Germany show how modern technologies can be used in the interest of higher quality in customer service. Over 100 customer advisors answer approximately 800,000 enquiries per year and they can be contacted by telephone around the clock. They are supported by the electronic customer workflow record based on the DOXiS workflow solution from S.E.R. In this way customer advisors are usually able to give the required information immediately over the phone because they have all the customer information available on the screen at the click of a mouse. Even letters from mailings are stored so that they can be referred to immediately when there is an enquiry by telephone. Dealing with complaints is also made easier with this digital assistance because the entire customer history can be seen at a glance.
You can find further information on the subject of electronic records under Records Management.
