150 QUESTIONS EVERY DAY
A medium-sized company has to process 150 questions from
customers every day. These questions are received by telephone,
letter, e-mail, or via the website. Ten customer service
representatives are responsible for handling all of the customer
questions. The representatives process these based on their own
judgment and in random order. During this procedure they have no
insight into the customer's history. They do not know whether
previous contact has taken place, or the status of ongoing issues.
This frequently results in irritation on the part of the
customer.
Bottlenecks
- Straightforward or 'nice' customer questions are handled faster
than the more difficult ones. As a result, some complaints are
processed with too much delay.
- There is no insight into the content and volume of incoming
customer questions, making it difficult to analyze how new contacts
can be avoided.
- There is no insight into previous contacts. This complicates
the adequate handling of customer questions.
- Because there are no clear procedures, different
approaches are taken to similar types of questions.
Solution
Customer contacts are processed entirely within
ProcessRunner. Incoming e-mails, letters, and webforms are imported
automatically and, if possible, linked to the customer.
Additionally, with ProcessRunner you always have a clear overview
of the customer history. Agents are led through the system in an
intuitive way. Because procedures have been clearly defined, there
are no ambiguities involved in processing customer questions, and
status can be accessed directly.
Results
- The number of contacts decreases since customer questions are
answered faster and more effectively.
- The customer service representatives gain access to the
customer's contact history. Time-consuming
searches through customer files, mailboxes, etc. are a thing of the
past.
- It becomes clear which information is missing and preventing
the adequate handling of customer questions. This makes it
possible to train with a specific aim, ultimately resulting in an
increase in productivity.
- Insight into customer contact and the causes helps avoid
unnecessary future contact.
In addition to improved customer and employee
satisfaction, the results above lead to a significant improvement
in efficiency: up to 25% on average.