3 Customer Service Apps to Try This Year
Riding the momentum from yesterday’s AppExchange 10th birthday, we wanted to thank Andrew Gothelf of Salesforce for including Clicktools in his article this week, “3 Customer Service Apps Worth Trying in 2016.”
As Gothelf writes, “Customer service never stops.” We couldn’t agree more. Whether you talk about a 360-degree view of customers or a customer lifecycle or journey (pick your phrase), today’s customer experience is an ongoing engagement that starts well before a prospect becomes a customer (branding, messaging, marketing, etc.) and continues long after they sign on the dotted line (service, support, repeat sales, etc.). Customer service today means being able to guide customers through a process before, during, and after they buy from you.
While Gothelf’s article focuses on the benefits of gathering customer feedback “…after issues are resolved to better your product and operations,” we would actually propose taking that several steps further, recommending that feedback be integrated into every part of the process.
By collecting feedback on your marketing, sales, service, and support interactions, you gain the ability to improve all areas of the business, not just service-related engagements. For example, many Clicktools customers use win-loss surveys to determine why certain deals were lost and others won. This is an excellent way to do competitive analysis; if many of your lost deals are going to a particular competitor, you have clear information on how you need to step up your game against them, whether it’s product quality or service or ease of doing business.
So while post-service surveys are extremely valuable, we encourage you to go even broader and consider where you could collect feedback in other areas of the organization as well.
Big thanks again to Mr. Gothelf for honoring us in this very short list of awesome apps!