How can you optimize customer service with business operations tools?

Going over and above contractual KPI delivery and annualised client benefit on Financial or Productivity metrics. Evaluating & Implementing LEAN & Kaizen opportunities

For products that are expected to have a multi year lifespan and have a high value, the main service goal should be responsiveness, setting the right expectations and providing solutions to customers that will use the product for multiple years. Being available and responsive is much more a personal thing than key metrics for sales. This is very different for mass products of low value where key service metrics are very similar to sales targets.

To me, the first step is to identity the actual needs of the customer. It can be identified in 2 ways. By an in depth survey or getting feedback on the existing products or solutions. After getting the need or problem statement we can walk on it.

I think the best practice is embracing technology as the output and making one's expertise or knowledge as the input. Optimizing customer service with business operations tools would involve the following key points: 1. CRM software to track customer interactions. 2. Ticketing systems for issue management. 3. Chatbots for quick responses. 4. Knowledge bases for self-service. 5. Analytics to identify trends and improve processes. These tools streamline operations, enhance customer experience & drive efficiency. I think the best processes are those that not only make the lives of our external customers better but also streamlining & adapting the most lean approach for the betterment of our internal customers as well would be the wisest.

Integrate CRM systems for streamlined customer data, enabling personalized interactions. Implement chatbots to handle routine queries, freeing up human agents for complex issues. Use analytics tools to track customer behavior and preferences, aiding proactive support. Automate ticketing systems for faster issue resolution. Foster collaboration between departments with unified communication tools, ensuring a cohesive customer experience. Regularly update and train staff on tools for optimal utilization

Business Operations is not only about CRM and other client related tools. One of the most important functions as a BizOps manager is to be a middle man between the Business, the Ops and the Tech team. Therefore, some project management tools such as Trello, Slack, Monday or Jira are essential.

Many organisations outside hi tech space only begin their discovery journey of CRM and other information technology systems. As a result, it's having a huge impact on customer service delivery and businesses bottom line. Until full systems connectivity is fully integrated, team training remains the best resource available to companies.

To this successful leaders need to use the power of customer feedback.Creating a feedback system where feedback can be quickly taken and acted on will help improve performance.

I would add a carefully planned crowdsource in requirements collections from both agents and customers, to develop a future proof service platform.