Recent studies highlight the importance of delivering exceptional customer service. Results show an increase in customer expectations, including the desire to have access to multiple customer service channels for engaging with vendors to get issues resolved quickly.

More Customer Service Channels

customers-want-more-customer-service-channelsFor most customers, the first step when seeking customer service is to go online to locate the various customer service options available. With 89% taking this action, 38% of them are using a smartphone for this search at least half of the time highlighting the need for a mobile menu or app.1

Easy to Find Customer Service

easy-to-find-customer-serviceOf those surveyed, 79% of respondents want customer service that is easy to find and obtain. Of those, 70% prefer immediate access to a self-service method. 1

Better Customer Service Representatives

better-customer-service-repsWith phone being the overall preferred method of contact at 43%2, results show that 67% of customers would like Customer Services Representatives to receive better training and have more knowledge about company offerings and policies.1

Proactive Customer Service Approach

proactive-customer-service-approachToday, customers don’t want to be left behind. They prefer a proactive customer service approach as 83% reporting the desire for customized news about pending changes, new offerings and upcoming renewals.3

Parature Delivers

As part of the Microsoft Dynamics suite of products, Parature greatly improves customer service effectiveness before, during and after purchase. By implementing proven processes and leveraging award-winning technology, users are able to strengthen brand loyalty, reduce time when resolving issues, improve satisfaction levels and increase revenue through retention and referrals.

For more than a decade Parature has been a leader in Customer Service Software. With Parature, clients can leverage cloud-based, multi-channel customer service solutions allowing for incredible customer service experiences. Some of Parature’s more popular modules include:

  • Parature Chat – Proactively engage online in real-time with prospects and customers.
  • Parature Facebook Portal – Industry-first customer service platform for Facebook. Provides 24/7 social media self-service customer support and gives you the power to provide followers with exclusive announcements, strengthen your brand loyalty and increase customer retention rates.
  • Parature Knowledgebase – Powerful and flexible solution for providing 24/7 access to answers and information, such as brochures, forms, how-to videos, and FAQs.
  • Parature Ticket – Online ticketing system to track, route and resolve customer support issues.

To discuss how Parature can work for your organization contact us and request to speak with one of our experts. We’ll be happy to hear about your current customer services challenges and help you select the configuration and set of modules that will work best for your organization so you too can deliver exceptional customer service.

1 – Accenture/Business2Community.com, Jan 2014

2 – 2014 State of Multichannel Customer Service Survey, Parature – April 2014

3 – Forrester, Jan 2013

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Microsoft Dynamics CRM 2015 – download the preview guide

by natasha.spurr on September 23, 2014

 

Download your free release preview guide for Microsoft Dynamics CRM 2015 here for on-line and premise users;

The preview looks at the capabilities available for

  • Microsoft Dynamics CRM 2015
  • Microsoft Dynamics CRM Online (2015 Update)
  • Microsoft Dynamics Marketing (2015 Update)
  • Microsoft Social Listening

Future blog posts will be added looking at the individual features that Microsoft are investing in to help customers market smarter, sell effectively and provide care everywhere in the following categories;

Marketing         Sales        Customer Service        Social        Platforms

To learn more about delivering exceptional customer service with industry-leading best practices with Microsoft Dynamics CRM talk to us

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Turn Customer Complaints into Customer Referrals

September 15, 2014

Imagine the following customer service scenario. Your customer has an issue. Your customer contacts you and seeks help. Your customer gets exceptional service. Your customer is thankful, so you ask your customer to tell the world.  Your customer happily tells the world. You earn new business because of your customer’s experience and willingness to share […]

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Rethinking Customer Service

September 8, 2014

Customer Service is more than just a name of a department. Customers are expecting an experience that requires leading organizations to rethink how to deliver an exceptional experience, which means involving multiple departments and covering multiple phases in the relationship with the customers. To rethink your customer service delivery you must first understand what the […]

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Customer Service Issues that Hurt your Bottom Line

September 2, 2014

Generating revenue for your company is, of course, a top priority. Getting new customers is good. Retaining those customers is better. And, having customers who refer others your way is the best. Providing excellent customer service is key to keeping customers and earning their referrals to new customers.  Part of developing a winning strategy is […]

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Top 5 Qualifying Questions for Cold Callers

August 18, 2014

When faced with the task of cold calling down a list of prospects it helps to have a game plan in place. Asking the right questions will help you display interest and give you a chance to listen to what really matters to the prospective customer. If your objective is to secure an appointment for […]

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CRM 2013 Bulk Workflow Tool for XRMToolBox

August 15, 2014

So it has been about a year since I released the original CRM Bulk Workflow Tool and to my surprise a lot of people downloaded it! Almost once a week co-workers and colleagues are telling me how they are able to solve some would be major headache of a problem in seconds rather than hours using […]

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Multichannel Customer Service

August 14, 2014

A new 2014 State of Multichannel Customer Service Survey commissioned by Parature, from Microsoft shows that old customer service channels certainly aren’t going away, but new ones like social are creating both greater and faster service expectations across the board. Parature, Customer Service Software from Microsoft has commissioned a survey ’2014 State of Multichannel Customer Service’ which […]

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Warm Up your Cold Calls with CRM and Social Media

August 11, 2014

For filling your sales pipeline, does the thought of placing cold calls make you cringe? In recent years cold calling has become a bit of a dirty word. Nobody likes making cold calls. Nobody wants to receive cold calls. So… stop making cold calls! Before calling anyone, follow a few simple steps and warm up […]

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Microsoft Dynamics Marketing – build a bigger sales pipeline

August 7, 2014

Within the Spring 2014 upgrade of CRM 2013 came the long awaited Microsoft Dynamics Marketing tool. Microsoft Dynamics Marketing helps you plan and execute effective marketing campaigns to reach your customers and build your sales pipeline, and gives you the tools you need to measure how your campaigns are performing. There are 5 key pillars; […]

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