How many different systems do customer support agents in your contact center juggle at one time?
If you answered 5 or more, you’re not alone. According to TSIA (Technology Services Industry Association), the average contact center agent at TSIA member companies routinely juggles 4 to 11 different systems to provide support to customers. And going back and forth between multiple different systems slows agents down and decreases their productivity. And what does that mean for your customers? It likely means they have to spend more time on the phone or chatting with an agent to answer questions and give information the company should already know in order to get their problem resolved.
The problem is, no matter how evolved your CRM has gotten in terms of becoming a true Customer Engagement Center, there’s always going to be critical customer, product, and real-time device data that’s housed somewhere else. And 46% of consumers want you to have that data to help them more efficiently.
Bringing customer demographic information or e-commerce history to the forefront for agents to see and use is the main functionality of most 3rd party apps available for integration with leading CRMs. But those apps cover just the tip of the iceberg when trying to provide truly contextual support that saves time, effort, and frustration on the part of both agents and customers. Creating a unified CRM experience that proactively and automatically drives personalized support demands the ability to populate actionable steps that utilize existing, yet disparate customer information without needing the agent to interpret it or the customer to provide it.
Only then can you create a truly tailored customer support experience that reduces effort by:
Easing the search for relevant information
When agents don’t have to wade through extraneous information in an overwhelming knowledge base of material, it usually just means they know what to do based on experience. But what about new reps without years of training and who face increased job complexity amidst more sophisticated consumer devices and higher customer expectations?
Real-time, contextual guidance doesn’t have to mean a bunch of 3rd party apps pulling up information for them to read through and manually analyze. Rather than clogging the CRM interface with embedded applications, you can integrate a one-stop tool like Support.com Cloud that utilizes intelligent data synthesis to serve up advanced support knowledge delivery.
Automatically uncovering opportunities to expand the customer relationship
With intelligent data synchronization, agents are even hand-delivered relevant products or services to offer during the support interaction based on insight from multiple internal systems. Synergistic queries on the backend enable agents to turn even the most complex connected device support interactions into efficient, full on revenue-generating customer consultations with up-sells, cross-sells, and more.
Taking the place of investing in additional, cumbersome decision tree tools
Decision tree functionality can be helpful when delivering logic-based best next steps based on information from a knowledge base. But it’s limited in that it pulls generic information from a static source that doesn’t take into account relevant information on a customer’s specific product version or model, purchase history, current device state or usage information.
That’s where synchronization with your telemetry system, ticketing system, or CRM tool itself blows current solutions for unified support out of the water. Incorporating external data generates intelligently tailored support during agent-assisted service or even mobile or web self-service interactions.
Companies can deliver next-gen customer service that reduces effort in their CRM with Support.com Cloud. Learn more about our Dynamic Decision Points feature for intelligent data synchronization and our Support.com Cloud integrations with Salesforce® Service Cloud, Zendesk®, and NetSuite® CRM.