Customer Service Manager
Customer Service managers are challenged to continuously improve service quality and customer satisfaction while minimizing costs. You need to know how your team is performing, how well the needs of your customers are being met and to have hard facts to pass on to your product and buying teams. You need visibility into where cases have slowed or stalled to prioritize responses. Zap Business Intelligence allows you to:
| “…customer satisfaction rates have increased dramatically. Retailers are saying that the improvements made to mystery shopping data collation and reporting will set a new standard for the whole industry.” | ||
 |
Data Agility Zap Customer |
 |
- Keep on top of workflows and service delivery. How easy is it for you to proactively spot issues in your service delivery and act on them, such as activities of high priority that are overdue, or to monitor workload and performance of service staff? Can you easily measure current work-in-progress and manage your service resources? With Zap Business Intelligence, you can slice-and-dice services information to identify outliers, such as overdue service cases or staff members with large backlogs.
- Increase visibility and transparency across every part of the business. How easily can other departments interface with the service department and how easy is it for them to view service metrics? Services managers require transparency in their information. Product and buying teams need to know end user feedback and reactions as well as potential issues that may arise. Zap Business Intelligence allows users to view performance data across multiple departments, product types, regional locations or entire businesses. Create services dashboards and scorecards to provide visibility into the relevant data for every department. From a single consolidated view you can reduce the time spent preparing reports and increasing time spent analyzing the services data.
- Proactively spot problems. Knowing the trends in service issues or tracking recurring issues with products is vital. Case history can help unlock these issues by tracking product defects or analyzing where patterns in service are occurring. With Zap Business Intelligence service managers can easily identify and analyze patterns, such as the types of requests or products that are generating the most service requests.
- Understand how your team is performing and meeting requirements of customers. Analytics are key to measuring customer satisfaction and service levels provided, and to enhance staff performance and prioritize service. How well do you meet Service Level Agreements (SLAs) for your customers? Do you set Key Performance Indicators (KPIs) relating to SLAs and report back to customers on performance? Zap Business Intelligence allows service managers to highlight and easily update and change KPIs, dashboards and scorecards. With a simple drag-and-drop interface, you can quickly and easily see how your teams are performing in certain aspects of SLAs or analyze case resolution rates.