A robust and thoughtfully implemented Customer Support System is a wonderful analgesic for today's Customer Support Managers. Simply put, it mitigates, eliminates or manages the causes of most Customer Support Manager headaches and job challenges. Customer Support Managers can use Luitbiz to track all customer service requests in one central location and assign them to the relevant person or team to resolve. Support case status can be tracked and automatic notifications can be set up to alert the support rep or manager if a support case is approaching or has breached the Service Level Agreement. Additionally, support case solutions can be added to a 'knowledgebase' that can be used by internal staff to resolve issue more quickly or can even be accessed and searched by customers via the customer portal to find solutions themselves This greatly helps to reduce your support admin time.
How Can LuitBiz Help A Support Manager?
Complete visibility and traceability of support cases - As with other company managers, with LuitBiz, the support manager has complete visibility of the customer support activities under his / her purview. This greatly facilitates decentralized or multiple location companies by permitting hands-on management from afar. Without having to loom over or meet with Customer Service Representatives (CSR) on a frequent basis, the manager can see who is doing what, agent performance metrics and overall team or call centre effectiveness.
Quantifiable data available at fingertips to analyse support performance - Customer Support Manager also benefit from the grouping, segmentation and consolidation of all cases. By interrogating the case data, problem areas can be quickly identified, root cause analysis performed and adjustments made to improve particular support policies or procedures.
Real time metrics to improve service - A Customer Support Manager can generate, at the click of a mouse, reports that show real time and cumulative metrics for given work functions or areas. This information is very influential and permits managers to initiate programs designed to continually advance the customer service division. This also allows for a proactive, positive approach as opposed to reactive or negative feedback that is time consuming and often demoralizing for support staff. If activities and their results do not change as intended, then a reallocation of human resources can be made with clear and objective data to support the change.
Integrated system empowers support manager to become an asset of positive growth - A Customer Support Manager can also see what products or services are generating the most cases and bring that to the attention of manufacturing, contributing to root cause analysis and adding to the customer support department's value proposition. LuitBiz empowers the support managers to act as the intermediary between the company's production facilities and the customers' experience. He / she becomes empowered with key information needed to become an asset of positive growth and change for the company. LuitBiz also mines data which facilitates the support of marketing and sales efforts by capturing and reporting the data and metrics needed for these two domain areas. Luitbiz provides the IT infrastructure for Customer Support Managers to run their department better and also elevate their roles to become more valuable members of the management team.
Let's get you started with a free trial of LuitBiz. The best way to see which of our modules is best for you is to try it out for yourself for free. Experience the hassle-free advantages waiting for you or get in touch with our support staff to learn how LuitBiz can bring these benefits and cost savings to your organization.