Here's how you can enhance customer service performance with technology and data analytics.

Les outils CRM (gestion de la relation client) permettent de collecter certaines données utiles auprès de ces derniers en vue d'anticiper au mieux leurs besoins. Prenons par exemple, le cas d'un client ayant un patrimoine immobilier à travers une SCI que nous gérons. Nous avons à l'intérieur du démembrement de propriété en vue de faciliter la transmission du patrimoine aux enfants. En se renseignant sur eux tout au fil de leur évolution, on se rend compte que l'a?né de la famille vient de finir ses études et souhaite lancer une activité. C'est une occasion de lui proposer un accompagnement lui permettant d'avoir une projection claire sur son activité en proposant par nos services par exemple.

CRM tools primarily assist businesses in organizing and managing interactions with customers. They optimize customer service, strengthen customer relationships, and crucially, enhance sales efficiency. Ultimately, this directly impacts the company's revenue. Today, we witness more advanced CRM tools featuring mobile optimization, social CRM, AI and machine learning integrations, and cloud-based platforms. By staying informed about these trends, organizations can fully harness the power of CRM systems to gain a competitive edge and accomplish their business objectives.

Choosing the most appropriate CRM software for a business is essential to manage a seamless workflow with a higher efficiency. First you need to identify your business needs and specific functionalities required, then you can evaluate the types of CRMs (collaborative, operational, analytical) to find the best fit for your business. For example, if communication and data sharing across departments is a priority in your business you can use Salesforce as your CRM software which has a more user friendly interface for collaborative purposes. Furthermore, SAP CRM software can be used when you prioritise analysing and identifying customer behaviour and taking data driven decisions to grow your business.

A well-structured CRM is your customer’s compass. It streamlines interactions, personalizes experiences, and empowers your team to deliver exceptional service. Ensure data accuracy and accessibility for maximum impact.

Para mí es una herramienta con un potencial increíble. No solo porque te permite recoger todas las interacciones con clientes sino que te permite optimizar muchos procesos y hacer seguimiento de lo que está pasando entre empresa y cliente. Te permite encontrar puntos de mejora de procesos, mejorar la productividad de las personas que están atendiendo, tranquilidad al cliente al saber que sus incidencias están siendo atendidas, mensajes de seguimiento, poder automate,definición de flujos de atención y escalado a equipos de atención demás técnicos, segmentación de clientes, unificación de canales de comunicación,… Muy fan, la verdad!

AI integration certainly advanced the customer satisfaction & experience by lessening the time taken to solve FAQs. Even though, AI Chatbots and Chat-GPT integration has immense influence on customer service sector, in some cases it is apparent that the people tend to value real human interaction more.

L'utilisation des chatbots est une alternative très intéressante. En effet, il est assez courant de voir que quand nous passons un certain temps sur un site marchand trouver "notre bonheur", un bot nous propose de nous orienter car ayant détecté une certaine inactivité de notre part. Nous pouvons utiliser ce service également afin de mieux axer le déploiement de notre offre de services d'expertise comptable. L'avantage, c'est que le bot est disponible 24 heures sur 24. L'idée, c'est de lui permettre de répondre aux questions du prospect puis de générer par la suite et si besoin un formulaire de prise de rendez-vous.

Para mí la IA puede tener un efecto muy positivo pero de cara a ATC al uso, creo que todavía le queda recorrido de mejora. Los clientes siguen prefiriendo hablar con una persona a una máquina. De cara a la empresa es verdad que es una opción muy interesante, sobre todo para responder consultas frecuentes y poco personalizadas. Somos capaces de personalizar los mensajes en base a unos parámetros pero de momento la máquina no es capaz de identificar los problemas reales que tiene el cliente cuando contacta con el departamento de atención al cliente, generando todavía rechazo. Está claro que el futuro es la IA y que las empresas van a tender a ello, pero hay que entrenar a la máquina para que entienda y responda con lenguaje natural.

AI is your service sidekick, not your replacement. Use it to automate routine tasks, analyze customer sentiment, and offer personalized recommendations. Focus on human-AI collaboration for optimal results.

AI is definitely a helpful tool in automating your workflow and assisting in analyzing trends, etc. It is important that we understand and expect that AI isn't going to do 100% of our work or as our replacement, and rather it is more of a collaborative tool that we can lean on for optimizing our day-to-day workflow.

By tapping into the goldmine of customer data, businesses can revolutionize their customer service. For instance, a telecommunications company can analyze call records to pinpoint common issues, train agents to resolve them faster, and implement system changes to prevent recurrence. Or, an e-commerce retailer can leverage purchase history to offer personalized product recommendations, increasing customer satisfaction and sales. The key is to transform data into actionable insights, empowering businesses to anticipate customer needs, resolve issues swiftly, and create tailored experiences that foster loyalty and advocacy.

Data analytics has the potential to transform customer service in a really meaningful way. By examining interaction data, businesses can identify where they might be missing the mark and make genuine improvements. When companies take the time to truly understand what their customers want, it creates a personal connection that really resonates. This kind of attention shows customers they matter, leading to stronger loyalty and lasting relationships. At the end of the day, it’s about making each customer feel seen and appreciated, which keeps them coming back for more.

Data is your crystal ball. Uncover hidden patterns and trends to predict customer needs and preferences. Use insights to refine your service strategy and improve customer satisfaction.

Está claro que si todo funciona como debería, el cliente no tendría que contactar con la empresa. La mejor estrategia es la proactividad y la anticipación y para ello, el análisis de los datos es imprescindible.

Data is centric to everything we do. In order to provide value to our customers, we have to leverage data and create a story from what we can see. We can recommend actionable items to our customers all day if we want to, however, without those recommendations will fall flat if there isn't any data backing our recommendations.

Customer feedback is your goldmine. Actively seek and analyze customer input. Close the loop by addressing concerns promptly and turning feedback into improvements.

Muchas veces, como negocio, no interesa realizar encuestas de satisfacción porque la percepción que se tiene de la calidad del servicio no es buena. Realmente una vez haces encuestas te das cuenta que la percepción de los clientes no es esa. Nadie llama a atención al cliente para decir lo bien que ha ido todo. Nos sirve como entidad a valorar el trabajo bien hecho y a identificar puntos de mejora e incluso, a resolver posibles incidencias que no teníamos identificadas y fidelizar al cliente.

Training is essential in order to keep honing our craft. E-learning that is backed by real life events and data can be beneficial to the team as this exposes them to the same information and better prepares them should a similar situation comes up. Moreover, it is beneficial to brush up on topics and skills that we don't usually utilize on our day-to-day to ensure that we are still able to execute. Use it or lose it.

El análisis de datos nos debería ayudar a resolver este tema. Es muy importante analizar posibles puntos de mejora antes de que el cliente se queje. De esta manera tendremos a un cliente contento con el servicio, que además es posible que se convierta en prescriptor del servicio, en vez de a un cliente ofuscado y enfadado con la empresa y valore negativamente en rrss y en Google, influenciando a otros clientes potenciales.

Anticipate customer needs. Use data and technology to identify potential issues and address them before they escalate. Surprise and delight customers with proactive support.