Many companies in the IT industry make the mistake of failing to manage customers effectively. When a customer purchases your IT product, your job as the seller is far from over. Take a look at the following IT customer management best practices:
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Best Practice #1: Helpdesk Integrated Customer Support
Though you may provide interactive troubleshooting guides, customers still need a place to call to receive answers about account issues or other aspects of IT. Continue to offer a helpdesk and track a customer issue from initial contact to final resolution for proper IT customer management.
Best Practice #2: Social CRM Management
What customers are saying about your brand matters. Monitor posts from customers with social CRM management techniques. Another IT customer management best practice is to extend the scope of your social CRM campaign to include customer support. Communication with customers will automatically be logged into your existing CRM platform.
Best Practice #3: The Role of the Call Center
The goal of creative customer support is to reduce the number of phone calls to a customer service. However, that’s not all a call center is for these days. You can work with a call center to offer multichannel support and exemplary IT customer management.
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