什么是客户案例管理[提示 +软件的帮助]bob电竞官方下载

在客户服务和支持中，我们知道，一贯有效，有效的沟通和帮助对团队和范围的成功都至关重要。

客户希望快速寻求的解决方案，并希望满足自己的位置（您的网站，移动应用程序，社交媒体，电话等）。

In order to provide this level of customer service and support, it’s important to have a customer case management process and system in place.

客户案例管理

In this blog post, we’ll talk about what customer case management is, different case management scenarios, why case management is so important to the success of your service team and business as a whole, and a few tools that have the power to help you establish and maintain a customer case management process.

客户案例管理方案

以下是您可能遇到的案例管理方案的一些示例。

• 产品/服务功能如何解决问题
• 为什么/您的产品/服务是市场上最好的选择
• How your product/service can meet the customer’s needs and resolve their challenge(s)
• 定价问题
• 客户查询的后续措施（或将其转移给适当的团队成员）
• 请求一个演示或testimonial
• 请求或帮助申请折扣代码或促销
• Guide a customer to an existing FAQ, knowledge base article, or another type of educational material

客户案例管理的好处

Now you may be asking yourself, “Why do I need to use customer case management techniques?”

无论客户如何与您的客户服务团队取得联系（无论是通过您的网站，社交媒体，电话还是实时聊天），有效的客户案例管理都将使您能够建立和维持提高客户忠诚度的愉快客户体验。

Customer case management streamlines the support workflow for both customers and reps. The process and related tools make it easy to provide support, involve the right people, track the amount of time it takes to manage a case, analyze the success of a case, and refer back to a case in the future.

Customer case management makes the process of providing customer support more efficient in other ways too. For instance, depending on the tool your business uses, you may have help desk and ticketing or chatbot features. These empower your customers to find the answers they need on their own, ensure you're creating tickets for complex questions that require human assistance, and manage simple FAQs and queries via bot to save reps time.

Tips for Successful Customer Case Management

从第一天开始为您的业务工作的第一天起，许多成功案例管理的最佳技巧围绕培训和准备代表做准备。这包括在...上培训他们

• 您出售的产品/服务。
• How reps are expected to provide support and manage different customer scenarios/ questions.
• How they should represent your brand.
• The case management software you implement (which will likely be your help desk/ ticketing and/or customer service and support platform).

As a result, your service team will be able to provide a delightful customer experience whenever someone reaches out for support.

最后，不要忘记始终如一地分析并寻找改进案例管理过程的方法。这可能需要进行调查，并要求案件管理经验的双方的代表和客户的反馈。

客户案例管理软件bob电竞官方下载

当今市场上有许多服务工具具有强大的案例管理功能。这里有三个选择，可以帮助您开始搜索和/或案例管理。

1.HubSpot Free Help Desk & Ticketing Software

HubSpot的免费帮助台和票务软件，这是bob电竞官方下载服务Hub, tracks your customer requests in a single help desk. This helps your service team manage tickets, support customers in an organized fashion, and prioritize tasks.

HubSpot also comes with a number of other features — these include email tracking (when emails are opened/ clicked), canned snippets and responses for FAQs, reusable email templates, email scheduling, and automated email triggers for whenever customer tickets are received and closed by reps.

Pro Tip:Use HubSpot's Free Help Desk & Ticketing Software to track customer requests in a unified help desk to improve ticket and case organization, management, prioritization, and resolution.

Price: Free, $45/mo (Starter), $360/mo (Professional), $1,200/mo (Enterprise)

2.Sprinklr现代护理

Sprinklr现代护理, Sprinklr's customer care and support product. It's part of an AI-powered customer experience management platform that analyzes thousands of customer conversations in real-time to determine customer intent and sentiment. Then, Sprinklr routes customers to the right resource for their needs at the right time.

Price: Request a demo/ quote.

3.Freshdesk Support Desk（由Freshworks）

Freshdesk支持台可帮助您有效地解决客户查询，并使用直观的支持来个性化这些对话。值得注意的功能包括多通道票务，客户门户和上下文客户见解，因此代表可以提供个性化的体验。

Freshdesk也提供客户投诉案件管理专门用于通过单个位置处理多个渠道的投诉的工具。

价格：免费，$ 15/mo（增长），$ 49/mo（Pro），$ 79/mo（企业）

Improve Your Case Management

There are a number of ways in which you can improve upon your service team’s case management. In doing so, you’ll create delightful and streamlined experiences that keep your customers coming back.

通过为团队确定合适的客户服务案例管理软件，您将使支持客户更轻松地支持客户 - 这样做，他们将能够更有效，有效地为您的bob电竞官方下载客户服务，从而提高忠诚度。