SERVICE AUTOMATION.pptxbusiness authorities

Business

1. SERVICE AUTOMATION

2. what is customer service and why its important in crm ? Customer service is the interaction between a business and its customers. It includes all the ways that a business communicates with its customers, from pre-sale to post-sale. Customer service is important in CRM because it is a key way to build relationships with customers and to create a positive customer experience.

3. For example Customer service can be experienced at any stage of the customer purchase cycle: before, during or after purchase. in a B2B context, a company purchasing new manufacturing equipment might need pre-purchase engineering advice, assistance during purchase with drawing up precise specifications for the equipment and post-purchase assistance with operator training . Customers can also assess service standards during service delivery as well as afterwards

4. Service automation in CRM Service automation in CRM is the use of technology to automate repetitive tasks and processes related to customer service. This can include tasks such as: Answering customer queries via email, phone, or chat Scheduling appointments Processing refunds or returns Creating and sending invoices Tracking customer interactions Generating reports

5. Service automation Service automation is the application of computerized technologies to support service staff and management in the achievement of their work-related objectives . Companies deliver customer service across multiple channels – face-to-face, over the phone, via email, mail, SMS, multimedia messaging (MMS), social media, web chat or fax, through the corporate website and automated self-service channels

6. benefits of service automation in CRM Improved customer service : Service automation can help businesses to provide faster, more efficient, and more accurate customer service. This can lead to increased customer satisfaction and loyalty. Increased efficiency: Service automation can help businesses to free up their customer service agents to focus on more complex tasks. This can lead to increased productivity and efficiency. Reduced costs: Service automation can help businesses to reduce the costs associated with customer service. This can be achieved by reducing the number of customer service agents required, as well as the costs associated with training and managing those agents. Improved data accuracy: Service automation can help businesses to improve the accuracy of their customer data. This is because automation can help to ensure that customer data is entered and updated correctly. Improved insights into customer behavior: Service automation can help businesses to gain insights into customer behavior. This can be achieved by tracking customer interactions and analyzing the data that is collected. This information can then be used to improve customer service and marketing campaigns.

7. Service automation is used in four major contexts contact centres - call centres at the help desk in field service.

8. contact centres - Contact centres are configured to communicate with customers across multiple channels including voice telephony, the Web, mail, email, SMS, multimedia messaging, instant messaging, web chat, social media and fax . In addition to people-assisted interactions, contact centres deliver automated self-service, using interactive voice response (IVR) and speech recognition technologies,

9. call centres Call centres are generally dedicated to voice telephony communications, whether through a public switched telephone network, cell-phone network or Voice over Internet Protocol (VoIP).

10. Help desks Help desks are usually associated with IT environments where assistance is offered to IT users. SA applications such as case management, job management and service level management are used in this setting

11. Field service Field service is widespread in both B2C and B2B environments. Service engineers for white goods such as dishwashers and washing machines, or brown goods such as televisions and hi-fi, visit consumers’ homes to install, maintain or repair products. In the B2B context, technicians and engineers visit factories, depots, warehouses, workshops, offices and other workplaces before, during and after purchase to help customers specify, select, procure, install, service and decommission a wide range of machines and systems, ranging from machine tools to fork-lifts to IT infrastructure

12. Functionality offered by service automation software