How many consumer emails and requests have you received today, and how many of them have you responded to? Surely, you can guesstimate or even count them one by one, but that won’t get you too far.
If you have outgrew this manual method of generating sales reports and monitoring customer requests, then it’s time to automate and upgrade to CRM system. This integration provides fast and accurate sales reports and turns raw figures into centralized data that everyone in your enterprise can view and access.
Customer relationship management software provides an overview of your customer service requests, so you can easily keep track of them, allowing you pinpoint the areas where you can improve, plan your workload and most importantly create strategies to meet your clients’ needs and expectations.
Here are four cloud CRM reports that your company here in Singapore should always have on-hand for better customer service support.
1. Number of customer requests receiver per day
This data will show how many requests you received in the previous day, giving you an insight to help plan your workload and effectively schedule your staffs’ shifts.
One example is when your CRM software reports higher requests on Fridays, Saturdays and Sundays. If this happens, it may be necessary to schedule your support team to work on weekends.
Another example is the sudden increase of requests overnight because of an effective email marketing campaign. So, next time you send out another marketing campaign, you already know you need to schedule more staff the next day to answer customer requests in a timely manner.
2. Number of customer requests responded by user
This sales management report will let you know the number of requests each of your support staff was able to close. With this data, you will be able to gauge the performance of every agent you have, providing you an idea how efficient each of your agents is and how many customer requests they handle in an average.
However, not all agents who have answered more requests mean they are great agents. Some could be ‘cherry picking’ the easier requests over the difficult ones, so they can answer more compared to the rest of your team. An easy way to solve this issue is to automatically allocate the next pending request to the next available staff, so all received inquiry emails or calls are distributed equally among your support team members.
Another thing is when you notice that an agent is handling too few requests. It could be that the agent is struggling. If so, then you know you need to consider conducting a seminar or training session for the team. This report helps you find out what’s slowing down your team’s productivity and come up with ways to boost their workflow.
3. Average time to respond
According to e-commerce experts, the major factor to excellent customer service is being able to resolve issues and address concerns quickly—the reason why this report exists.
Average time of respond is measured from the moment the request was sent by the consumer to the time a support agent was able to send back his reply to the request. The shorter time the agent was able to respond to the customer, the better service he delivers.
If the CRM system reports show that it takes so much time to respond to a request, it could be because the agents or the right department does not receive the requests and that the delay could be due to the action of having to reroute the requests to the right personnel.
Another possible reason is that the responses itself are taking too long to be sent. Are the support team members creating the reply from scratch? Know that composing lengthy emails is time consuming and can affect your average response speed.
This is where CrystalDash in Singapore comes in handy. This customer relationship management software can automate customer emails in a way that the same agent will handle the same customer requests to avoid confusion and delay. For example, a support staff responds to a request and then the customer replies again, the same staff will receive the customer reply and handle the request until it is resolved. Another way to use CRM software is to create canned email messages that all your agents can use, so they can respond to requests quickly.
4. Average time requests are handled
This report will show how much time it usually takes for your staff to resolve an issue or request from the customer. Like the response time, your team’s average time to handle requests is important to achieving excellent customer service. Your consumers here in Singapore expect not only fast response time from you, but also quick resolution to their queries.
For this report, you want to see a decline in the length of time needed for your agents to complete requests. If you notice a consistent increase in time, it could mean that your staff is in need of additional training. An efficient service staff handles customer requests in a shorter time by using a CRM software to help them find the customer’ profile, use the right canned email template and call the right personnel if a a customer inquiry or request is in need of a more advanced knowledge.
When there is so much information available, you can easily get distracted by reading the less important sales management reports. And there is no reason of keeping data without knowing its relevance to your business. The reason why you need these reports is to for you to make an educated decision every time and help your team to be more productive at work.
By taking advantage of report generators of your cloud CRM, you can effortlessly keep track of employee productivity and customer satisfaction, which both contributes to a better bottom line.
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