We often talk about the impact of digital on customer Phone number library relations professions and more specifically on our daily lives on this blog: hotlines and telephone prospecting. Often criticized, but never equaled, technical hotlines are today the lifeblood of good customer relations. But in the era of all-digital, can this classic means of communication still work on its old principles? You already know the answer, it is no longer possible to do without digital. The digitalization of a technical hotline is the present, but also the future of customer relations.
The digitalization of a technical hotline goes through several levels, whether internal or external. Whether in your processes, in the approach to your customers, in your KPIs or in the service provider/customer relationship. This very close relationship that digital and human must have is also one of the elements that must not be omitted in the digitalization of a technical hotline. Therefore, we can ask ourselves how the digitalization of a technical hotline is carried out?
To begin the analysis of our subject, let's first look at the different digital processes used internally. Indeed, if digital processes are mastered internally, then it will be easier to deploy them for customers. The digitalization of an internal technical hotline relies on several levers which are:
The use of a CRM (Customer Relationship Management) which allows you to properly manage customer requests. This also allows you to see regular problems with a product or a customer in order to be in an improvement process.
The use of CXM (Customer Experience Management), which allows a more qualitative approach to customer relations. CXM aims to take into account the individual wishes of customers.
The implementation of real-time web reports. We know from experience that a real-time vision is essential for our clients. This real-time vision allows us to establish trusting and collaborative work to promote a brand.
The pushes related to IoT systems that must now be taken into account as part of the digitalization of a technical hotline. This technology makes it possible to know certain malfunctions in real time.