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Establishing a Relashionship

A solid CRM system will not only help you serve your customers better, it will also inspire a sense of trust between both parties. Microsoft’s report on customer service found that 96% of customers take into consideration the quality of customer service before choosing one brand over the other. Another report led by Kolsky warns that 91% of customers would take their business elsewhere if the customer experience is not to their liking.

Brand loyalty is an important player when it comes to longevity in the business landscape, especially for SMEs. Therefore, you need a foolproof CRM plan if you are aiming for long term growth. This is something that GCC and MENA based businesses understand very well. As a strong, relatively new player in the service sector, the Arab world recognizes the value of a sturdy customer support and customer service plan. Enterprises stationed in cities like Jeddah and Dubai are pioneers when it comes to assisting and delighting clients (and potential clients). This is especially evident in culturally diverse environments such as the UAE.

A strong customer support strategy consists of different methods, each with its own set of softwares that streamline the whole process. The methods vary depending on the customer’s journey, but it is of the utmost importance to invest in most, if not all.

The Help Desk

Put yourself in the customer’s shoes. If they encounter a problem before, during, or after their purchase, they will want a clear, simple, no fuss way to contact the customer support team. This is where the help desk comes into play.

In essence, the help desk is a platform that assists you in the organization and centralization of customer queries from different channels. This way, whether requests arrive by email, through social media, or through your website, you would have a compendium of customer requests, categorized and ready to tackle.

Messaging System

Whether it’s an automated emailing process, or sophisticated chatbot software, a messaging system is a necessary investment in order to create a two-way communication line between enterprise and customer. This will allow you to keep the customer informed of any policy changes or new products of interest, but it will also give them the tools to reach you with their requests when needed.

Live Support Services

Some situations will require assistance beyond your chatbot software’s ability. This is why it is always a good idea to infuse your brand with a human element. When your customer urgently needs a hand, canned solutions simply will not cut it. There are a number of live chat and phone support solutions that serve this particular purpose.

It always leaves a better impression when a customer can associate your brand with a friendly and helpful voice, so investing in live support service is investing in a personable brand with a healthy dialogue between you and your clients.

Specialized Software

• Having laid the foundation for your CRM and customer support strategy, you can choose to perfect certain aspects of the experience. This is where you should consider your high priority departments, and work on smoothing out the process from a customer service perspective.

• If your business focuses on sales, CRM software is a great tool to amass customer data, so that you can better understand each client’s needs, and redirect them accordingly.

• Another area of interest is technical support. For companies that provide digital solutions, it is easy to lose track of bug reports from customers, or to get lost in endless loops of back and forth until technical knowledge is provided. A ticketing system will sort all that out.

• And it doesn’t stop here. There exists a wide variety of specific services that create a leeway between your customer service department and every other department.

Knowledge Base

Customers will first try to solve an issue themselves before they reach out to you. Only after exhausting every option will they admit defeat and ask for a representative from your company. This is where knowledge base software comes into play. It can be, in fact, one of your greatest assets. A study led by Econsultancy has concluded that 51% of customers would rather refer to a knowledge base before seeking assistance from customer support.

In essence, a knowledge base is an index of helpful literature that your customers can examine in order to solve a problem they’re facing. This database contains FAQs, guides and tutorials, arranged in a system where the average customer will be able to search, and successfully find what they are looking for.

Kenchat: your Trusty Customer Support Solution

Kenchat is a customer support solution that we fashioned for businesses with a customer-centric approach. It allows you to compile and organize helpful information, and display it comprehensively to anyone who needs it. With Kenchat, your customer support team will be able to import answers from around the web, target individual customer queries, personalize messages depending on the customer and the issue, and keep track of the problems frequently encountered by your client base.

We carefully selected features and functionalities from the different types of customer support tools, with the goal of creating a one stop shop for all your customer service needs. Kenchat’s interface is user-friendly, exhaustive but simple, so your agents will be able to assist customers without the hassle of implicating different departments in the process. Kenchat is thorough, easy to use, and will take your customer relationship management strategy to new heights.