Customers no longer need to seek out and find information. We are in a customer era where Information seeks and finds them. Customers have the right to know about their status any time after they raise their request. It would be great to maintain a web based system where the requestor can log in anytime from anywhere and know their status of the incident request and to whom it is pending with currently. Also providing contact information of the agents where the request is pending with will give customers an addition ability to make a follow up with their request. It is important to update the customer periodically of the actions being taken from Business side to resolve the issue. If not done, it leaves customer clueless and hazy and causes resentment in customer. The customer eventually may lose trust on the business organization.It is important to have proper escalation mechanism in place. If any issue goes beyond SLA or while in SLA, fasten the process by making higher authorities responsible for the issue resolution.Establish the proper hierarchical escalation matrix and display that to the customers view in person or by electronically wherever the customer visits or taking place.Ensure that the customers and stakeholders are well aware of the escalation process and which issues should be raised to whom, and within what time frame. Self-service offerings such as IVR system in the phone, automatic reply by mail, supporting ticket and live chat options are the easy way to escalate the problems faced by the customers by themselves. This can also guide the customers by providing a step by step procedure to achieve resolution and eradicate the repeated mistakes.
FAASTHELP has many features where you and your customers can just log, chat and search for self-help, email alerts and track their issues and all these features are bundled in a single button and integrate into your business application in less than a minute without disturbing any other functions.Add unlimited Agents/employees to support your business with no additional cost. So make your customers happy by just logging on to https://faasthelp.com #faasthelp #besthelpdesk #customerservice #livehelp #knowledgebase #engageyourcustomers