Connect customer data

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Service, sales, and marketing departments often use different tools and systems to track and manage customer information. This leads to disconnected data, frustrating both employees and customers.

Consolidate and connect disparate datasets into a CRM system to give your team a single view of your customers. That way, agents can more quickly address the issue, and meet high customer service standards as they help. Side bonus: connected data creates a strong foundation to build on when you are ready to add AI.

3. Connect your channels
Today’s customers use a range of channels for service — from phone and email to chat, text, and more. When your CRM connects all interactions — no matter the channel — into a chronological history onto a single screen, your agent will know what has happened.

For example, if a customer texts for support one day and emails america phone number list you the next, the agent will see both interactions. They’ll also be able to quickly tell if this is a related issue or a different one. It’ll also be clear what steps the customer has already taken to resolve the issue – like searching in your help center. This goes a long way toward improving customer experienceOpens in a new window.

4. Automate to speed up service
Companies today must work faster to deliver service at scale — and one of the best ways to do this is through automation. Many customer requests — like a merchandise return — involve a series of steps an agent must follow, or a workflow. Automation shifts the burden of these repetitive, manual steps off the agent and allows them to work on cases that need more care.

Take a look at your service workflows and identify which processes waste the most time, are clunky for agents, or frustrate customers. These are prime candidates to be automated. With tedious work steps removed, agents can focus on the customer and meet the high customer service standards you set.