Access Enterprise Data to Upgrade Customer Service: A Detailed Breakdown and Statistics

We all know timely assistance is critical to satisfying customers who pay for products or services. Granting access to more company data can ensure successful customer service and customer experience (CX) – real-time information, previous communications, solutions from past support tickets, analytics; you name it. The outcome does wonders. Response times get faster, problems resolve, and customers stay loyal to you and your brand.

Access, Access, Access:

Access is the starting point. Without access, support teams cannot see purchase history, previously addressed information, customer contact details, and more. Retrieving information quicker only makes the troubleshooting process quicker. Mindbreeze presents all this information to representatives in context and on comprehensive dashboards to make responses more personalized toward the inquirer.

Statistic presented by HubSpot – 90% of Americans use customer service as a factor in deciding whether or not to do business with a company.

Virtual Assistants Help Too:

Virtual assistants can take the load off workers and ease the customer service process. Only when virtual assistants can’t point you to the solution on pages covering product specifications, troubleshooting guides, and other knowledge bases will they be handed off to a human representative. Virtual assistants or innovative chatbots can often do the trick – also known as case deflection.

Statistic presented by Salesforce – 69% of consumers prefer to use chatbots because they provide instant responses.

Cross-Departmental Collaboration:

Some complex customer problems may require different teams and departments to collaborate. Making information accessible to the workforce helps guarantee smooth handoffs and knowledge-sharing. Complex customer service scenarios may require collaboration between multiple teams or departments. Access to company data ensures seamless handoffs and communication, reducing delays in closing support tickets.

Statistic presented by Zippia – 86% of employees in leadership positions blame lack of collaboration as the top reason for workplace failures.

What are the Other Benefits of Mindbreeze InSpire for Customer Service?

• Anticipate issues before they even become a problem
• Continuous improvement with machine learning
• Analyze data from trends and feedback
• Enhance processes with newly visible knowledge
• And overall, retain customers and keep your workforce engaged and productive!

Learn more about Mindbreeze and improve customer service by saving time and money today.