Transcript of Video
When a customer contacts you with a problem, question, or other issue, you only have a few minutes to make the right impression.
The first step to great customer service is "know your customer." Save your customer the frustration of providing information you, and your company, already have. Look up the customer. They're in Microsoft Dynamics CRM.
You might start by reviewing service contracts to confirm the customer is eligible for support. Check the activity history for any incomplete tasks. You can also verify the status of any orders or invoices. This may help you understand any ongoing problems with previous or current cases that your customer may have already opened. By using cases in CRM, you see the full story, while keeping the details of particular incidents and related interactions all in one place.
When you open a new case directly from the customer’s account or contact record, it is automatically linked to that record.
When you can’t help a customer immediately, or you need to route the case to an expert, you can assign the case directly to someone else or send it to a queue.
Issues that come in as e-mail can also be routed automatically to a queue, where other team members can accept them and convert them into cases.
To find an answer to the customer’s question, you can search a library of articles in the knowledge base to find documented solutions. Or, review other cases for the same product or subject to see how other customer service reps resolved the same or similar issues.
You can e-mail the knowledge base article directly to the customer and also attach the article to the case. By attaching the article to the case, you are documenting which article was referenced, while helping the next customer service rep close their case faster.
If you need to investigate the issue, create a task with a due date, so you’re sure to follow up with the customer even if things take longer than you expect.
When the issue is resolved, close the case. CRM tallies the time logged for the case’s activities and saves the resolution. If the customer calls back, reopen the case and keep helping them, until you can close it again.
If you manage a team, stay informed of your team’s performance with reports that are based on their activities, call length, and number of cases handled. This data helps improve scheduling and performance.
With Microsoft Dynamics CRM, you can help your customer faster and more accurately, with all the information for a case in one place on your desktop.
