Customer service is an important department for any company that aspires to growth and sustainability. It’s about building lasting relationships with customers based on trust. It is a necessary element in building loyalty, improving brand image and increasing sales for any company. Indeed, it goes far beyond simply solving problems: it embodies a commitment to customer satisfaction and building lasting relationships.
At PROGISAP, customer service is at the heart of our commitment. That’s why we’ve set up a team of Customer Success Managers (CSMs) dedicated to customer satisfaction.
In this article, we’ll explore the role, operation and benefits of customer service, and how customer service plays a key role at PROGISAP.
The essential role of customer service
Customer service is the face of the organisation. The one that customers interact with when they have questions, concerns or problems. More than just support, it is the pillar on which customer trust and loyalty are built.
Why is customer service so important?
- Customer loyalty: Good customer service helps build loyalty among your customers and encourages them to come back to you for new services.
- Increased sales: Satisfied customers are more likely to use your services for other requests. They are also more likely to recommend your services to their friends and family. This can generate new customers and increase your sales.
- Improved brand image: Excellent customer service can help to improve your company’s brand image. But also to differentiate it from the competition. A company known for its exceptional customer service will be more attractive to potential customers.
- Employee motivation: Employees who have the opportunity to provide excellent customer service are more motivated and more satisfied with their work. They are also more likely to stay with the company. This can reduce recruitment and training costs.
How customer service works
The way customer service operates varies from one company to another. In general, it is based on well-defined processes to ensure a rapid and efficient response to customer needs. Ticket management tools, dedicated telephone lines, online chat platforms and social networks are often used to facilitate communication and problem resolution.
The benefits of quality customer service
Quality customer service brings many benefits for both the company and its customers. By offering exceptional support, a company can retain existing customers, attract new customers through positive word-of-mouth and even turn unhappy customers into brand ambassadors.
Effective customer service can also enable a company to better understand its customers’ needs, identify market trends and spot opportunities to improve its products or services.
How can you improve customer service in your care services business?
- Train your employees: It’s important to train your employees in best practice in customer service. They need to be able to understand customers’ needs, answer their questions effectively and resolve their problems quickly and professionally.
- Implement the right tools: There are many tools available to help you improve your customer service, such as CRM software, support ticket management systems and online chat solutions.
- Measure customer satisfaction: It’s important to measure customer satisfaction regularly so that you can identify the strengths and weaknesses of your customer service and make any necessary improvements.
- Encourage customer feedback: Encourage your customers to give you feedback on your customer service, whether positive or negative. Customer feedback is a valuable source of information that you can use to improve your service.
Customer service at PROGISAP : A human experience at the heart of success
PROGISAP not only provides innovative software solutions, but is also committed to delivering a great customer experience. Our Customer Success Manager (CSM) is your dedicated partner, listening to your needs and ready to support you every step of the way.
The customer at the centre of the relationship
We are convinced that success depends on an in-depth understanding of our customers’ needs. That’s why we co-create our solutions with industry players, taking into account their business challenges and market developments. This collaborative approach ensures that our solutions are perfectly tailored to your requirements.
A commitment to quality
Our CSM team is made up of experts familiar with your business sector. This proximity enables us to understand your challenges and offer you effective, customised solutions.
A typical day based on your needs
The work of a CSM is unique and adapts to each request. We use Jira, a high-performance ticketing tool, to centralise, categorise and analyse your requests. This enables us to monitor changes in your needs and identify potential areas for improvement. The CSM can also be reached by telephone on a dedicated line.
Close collaboration for optimum satisfaction
When necessary, the CSM works closely with other PROGISAP departments to provide you with fast, accurate answers. Depending on your requirements, the CSM will contact other departments, for example :
- Delivery to estimate the impact of parameterisation changes.
- Training to design appropriate support materials.
- Product, to identify and implement the necessary upgrades.
- Marketing to create relevant content, videos and webinars.
Availability and responsiveness
We know that responsiveness is essential to guaranteeing your satisfaction. That’s why we have set up a dedicated telephone line and flexible working hours to respond to your requests as quickly as possible. Our service is available by telephone from 9am to 6pm, but also by e-mail and via Jira.
People first
At PROGISAP, we favour a human and friendly approach to our dealings. Trust and listening are the foundations of a lasting relationship with our customers.
A close-knit, expert team
Good humour and collaboration are the watchwords of our team. Our regular training enables us to stay at the cutting edge of the latest technologies, as well as legal legislation, and to guarantee you a high level of expertise.
PROGISAP, your trusted partner
Our team is committed to supporting you on a daily basis and helping you get the most out of our solutions. Don’t hesitate to contact us, we’re here to answer your questions and help you achieve your goals.
