Customer Service Management
As you deploy more support channels for your Customers like Email, Voice, Social Media, Chat, etc how do you unify all the communication so your support agent gets that SINGLE VIEW of the customer?
Moreover, how do you achieve that SINGLE SCREEN where an agent can respond to a customer across multiple channels with all the required CONTEXT all from the same screen?
With all these various channels and agents managing multiple queues across multiple channels, how does the supervisor get detailed REPORTING/ANALYTICS to understand Customer and Agent behaviour?
Are there sections of Customer requests that could be better resolved by SELF-SERVICE & AUTOMATION? Can ARTIFICIAL INTELLIGENCE (AI/GEN-AI) assist me in a faster and better response to my Customers?
These are some of the typical questions we focus on and we use the Freshdesk Omni Platform to address all of the above and more.
Freshdesk
IT Service Management (ITSM)
Here the focus is on IT Teams that are typically servicing two channels:
- IT Incidents or Service Requests originating from within the organisation (from Employees or ITOM Alerts) and,
- Incidents originating from the Customer Service teams who could not resolve the customer query (L1 to L2 and L3 escalations).
These IT Teams typically run their operations using the ITIL FRAMEWORK so features like ITSM (Incident, Problem, Change and Release Management), ITAM, and ITOM are key. Again similar to Customer Support, there is a large focus on AUTOMATION and SELF-SERVICE.
We use Freshservice for this. The fact that Freshservice natively integrates into Freshdesk is a fundamental benefit effectively creating a single platform between Customer Requests and Internal Teams that service those requests.
Freshservice
Enterprise Service Management (ESM)
Here the focus is all the OTHER BUSINESS TEAMS (other than IT) within the organisation where you want to maintain SLAs for Incidents and Service Requests. This includes teams like:
- HR
- Facilities
- Legal
- Finance
- Others
The goal here is to bring the efficiency of ITSM to all your business functions and to ensure your entire organisation is on one platform: UNIFICATION.
Automated workflows free up teams to focus on priorities, while data segmentation protects employee and business privacy. The concept is to maximise employee experience with a SINGLE SELF-SERVICE PORTAL for all business functions.
We use Freshservice for this. The fact that Freshservice natively integrates into Freshdesk is a fundamental benefit effectively creating a single platform between Customer Requests and Internal Teams that service those requests.
Freshservice
Insights Led Cross-Channel Marketing
The focus here is to deliver PERSONALISED COMMUNICATION to customers on the digital channel they are most active on.
There are essentially three key components here:
- INSIGHT: You need to understand your customer (360° VIEW) using behavioural and other details from sources like your CRM, transactional system, and loyalty system to name a few. This is fundamental and without data in a structured format, no Martech software will deliver.
- CROSS-CHANNEL: You want to deliver this communication/messaging across multiple channels including your Website, SMS, Push Notifications, Mobile Apps, Email, and WhatsApp.
- ANALYTICS: You need very granular reporting on things like what messaging was delivered to the customer, and what they clicked on if they completed the “call to action” to name a few items.
MoEngage is the Platform to meet the above needs and a lot more. If you have a Customer Facing App then MoEngage is the market leader when it comes to APP PERSONALISATION.
MoEngage
CRM & Sales Team Automation
Do you have Sales or Customer Relationship Management Teams? Here the ask is:
- To manage the team’s activities, including PERFORMANCE LEAD MANAGEMENT, and sales FORECASTING.
- To enhance your team’s productivity and efficiency with customised workflows, and AI-POWERED INSIGHTS to hit your sales targets.
- To achieve a 360° view of the customer and to UNIFY SALES AND MARKETING TEAMS to deliver personalised messaging.
- Freshsales is also perfectly positioned for Customer Teams who use diallers, WhatsApp, and other messaging at scale.
Freshsales is our solution of choice as it does the task of managing leads and sales teams in a simple, yet easy-to-manage way. Again in line with the goal of a single platform, it integrates into Freshdesk.
Freshsales
Workforce Management (WFM)
For larger customer service or outbound sales teams, the task of balancing the availability of your team is a painful task in Excel.
Typically when teams get above 50+ agents you need to start looking at a specialist WFM solution which covers the following key areas:
- FORECASTING
- SCHEDULING
- INTRADAY MANAGEMENT
- TIME OFF MANAGEMENT
- TIME & ATTENDANCE
Here we use Peopleware which is a true Omnichannel WFM solution with tight integration into Freshdesk and Freshchat.
peopleware
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