Undoubtedly, happy employees contribute to happy customers. Therefore, the systems and processes employees use, should be frictionless, logical and fun. Make sure all the easy tasks are well-automated, to provide employees the capacity to focus on the really difficult cases.
Frictionless customer service departments use Process Mining to streamline communication and optimise their experience. Realise major cost savings through the accurate overview of all process steps and customer touch points. Detect if, where defects are and how it hinders your customer-focused process, including the precise impact on customer- and employee-experience. Apolix provides the insights to drive better outcomes for your customer service process. From reducing your response time to increasing direct resolution, improving knowledge-management and optimizing escalation-paths, Apolix boosts your customer services to the next level.
Firstly, customer service is a major, cost intensive, operation with extreme complexity. Due to a vast number of communication channels are maintained to support your customers, including expensive call centres and well-trained employees. Therefore the high investment in customer service is essential to retain customers. Why? Acquiring new customers cost up to 25 times as much as retaining existing clients. Thus only a premium experience creates the loyalty to stay, justifying the investment is customer care. Therefore, solving any isssue must be swift, professional and right the first time.
In addition, the scale of these operations combined with required collaboration of departments intensifies the challenge to reach a premium experience. CRM systems have been introduced to create transparency and manage the complexity. However, the disconnect between ERP and CRM systems leads into significant information gaps. Particularly, employees are unable to answer basic questions about repair times, availability of stock and planning of vendors. Altogether, this leads to frustration at both customers and employees. In sum, unhappy employees negatively impact the quality of your customer service, and, thus, their loyalty.
Through the end-to-end transparency, customer service departments are able to identify unnecessary process steps, understand deviations and translate that to the impact it has at customer touchpoints. The transparency reduces response time and increases direct resolution, minimising internal effort and maximising customer satisfaction.
Give outstanding service with the AI-powered process assistant and support your customers pro-actively. Thus receive reminders to reach out to customers with updates or additional support, in order to prevent unhappy customers.
Ensure the quality service for your customers through third-party benchmarks. Similarly, check for customer satisfaction and vendor process compliance to pick your preferred parties and allow collaboration with internal service providers.