Deploy Omnichannel Pronnel Customer with Auto Ticketing, Reminders, Escalations, and Insightful Dashboards
Enhance resolution speed, ensure no missed tickets, and build customer trust, increasing revenue and brand loyalty.
Connect all customer communication channels like email, social media, chat, and phone to a unified platform, ensuring no interaction is missed.
Automatically generate tickets from customer interactions, categorizing them based on priority and type to streamline the resolution process.
Track every customer interaction as an activity, set reminders, and receive notifications to ensure timely follow-ups and resolution.
Easily escalate unresolved tickets to higher support levels or specific departments, ensuring quick and efficient issue resolution.
Utilize customizable dashboards to gain actionable insights into customer service performance, monitor key metrics, and identify areas for improvement.
Enhance efficiency and response times with automated ticketing, reminders, and escalations, ensuring no customer query is missed and every issue is resolved promptly.
Help customer success managers track and address complaints effectively, ensuring a smooth resolution process and improving overall customer retention and loyalty.
Provide operations managers with comprehensive insights and analytics through customizable dashboards, helping them identify bottlenecks, optimize workflows, and ensure the overall efficiency of customer service operations.
A complaining customer is not an inconvenience, but an opportunity. This is why any customer-centricity agenda highlights Complaints Management as a key process.
Customer Success is now the frontline. Empower your team with Pronnel's template: customer contact access, universal inbox, and dashboards.
Timely follow-ups are crucial for maintaining customer satisfaction and ensuring no inquiries fall through the cracks. Pronnel’s follow-up and reminder features automate these processes, ensuring that all customer interactions are tracked and addressed promptly.
Reduce headcount and improve Customer Service by deploying an omnichannel Chatbot across Web Chat, Social media platforms, Google Chat, Instant messengers like WhatsApp, VIBER, Telegram, Line
Juggling calendars for appointments can be painful. Even more painful can be coordinating meetings at a convenient time with clients. It is such a pain, that many organizations pay as much as USD 10 p.m. per user for tools like Calendly. That was before Pronnel came into the picture.
Professional services companies, like tax accounting and business services, need effective complaint management to maintain client trust.
Software product companies require robust complaint management to handle high volumes of customer issues.
IT service companies need efficient complaint management to maintain service quality and client relationships.
Customer service is essential because today’s customers are more demanding, and acquiring new ones is more expensive than ever. To boost profitability, companies focus on retaining clients longer. This shift has transformed customer service from a backroom role to a frontline necessity. Effective and prompt solutions from customer service teams are crucial for keeping customers satisfied and loyal. By enhancing the customer experience, businesses can improve retention rates, increase revenue, and strengthen brand loyalty in a competitive market.
While many view customer service as a cost centre, this perspective is shortsighted. In reality, effective customer service drives significant financial benefits. According to Harvard Business Review, even a 5% increase in customer retention can boost profits by 25% to 95% (Amy Gallo, 2014)【Source: Harvard Business Review, "The Value of Keeping the Right Customers" by Amy Gallo, October 2014】. This dramatic impact highlights the importance of tracking and reducing customer churn rates. Good customer service enhances customer satisfaction and loyalty, leading to longer-term relationships and increased revenue. Additionally, loyal customers are more likely to refer others, further driving growth. Investing in customer service is not just about handling complaints; it’s about building trust and fostering connections that translate into financial gains. Thus, viewing customer service as an investment rather than a cost centre is crucial for businesses aiming for sustainable profitability. CXO-level stakeholders should prioritize customer service strategies to ensure long-term success and financial health.
24/7 Prompt Response: Chatbots provide immediate responses to customer inquiries around the clock, delighting customers with their availability and quick resolutions, ensuring no query goes unanswered at any time.
Standardized Quality Answers: By delivering consistent and accurate information, chatbots help avoid potential litigation issues that can arise from miscommunication or incorrect advice, ensuring all customers receive the same high-quality service.
Avoid Increasing Headcount: Implementing chatbots allows businesses to handle more customer interactions without the need to hire additional staff, effectively managing increased demand without the associated laboru costs.
Reduced Managerial Oversight: Chatbots require less supervision compared to human agents, allowing managers to focus on more strategic tasks rather than day-to-day oversight of customer service interactions. This efficiency helps streamline operations and improve overall productivity.
We would ask you to consider the following points when it comes to complex or sensitive issues, escalation scenarios, technical support, or personalized customer experiences, using chatbots may not be the best choice. In these situations, our human agents can provide more effective assistance. Should you have any doubts or need further assistance, feel free to reach out to our Sales team at sales@pronnel.com
The important dashboard metrics of a customer service management system typically include:
1. Response Time: Measure the average time taken to respond to customer inquiries or issues.
2. Resolution Time: Track the average time taken to resolve customer queries or problems.
3. Net Promoter Score (NPS): Gauge customer satisfaction levels through post-interaction surveys or feedback.
4. First Contact Resolution (FCR) Rate: Monitor the percentage of customer issues resolved during the first interaction.
5. Ticket Volume: Keep track of the total number of customer inquiries or tickets received over a specific period from each channel.
6. Ticket Backlog: Monitor the number of unresolved tickets at any given time to ensure timely resolution.
7. Agent Performance: Evaluate individual agent performance based on metrics such as ticket resolution rate, customer satisfaction scores, and response times.
8. Service Level Agreement (SLA) Compliance: Measure the percentage of tickets resolved within the predefined SLA timeframe.9. Customer Retention Rate: Track the percentage of customers retained over a specific period, reflecting the effectiveness of customer service efforts.10. Trend Analysis: Analyze trends in customer inquiries, satisfaction levels, and resolution times to identify areas for improvement and anticipate future needs.
These metrics provide valuable insights into the efficiency, effectiveness, and customer satisfaction levels of the customer service management system. Adjustments and improvements can be made based on the analysis of these key performance indicators.
The Customer Centricity Dashboard on Pronnel Customer provides all the above reports readymade except, Customer Retention Rate and Trend Analysis, which can be derived by downloading the data in a spreadsheet and analysing.
Pronnel's Customer Service solution improves team productivity by automating routine tasks such as ticket creation, follow-ups, and reminders. The platform's intuitive interface and collaboration tools enable team members to work together more efficiently. Additionally, the solution's reporting and analytics features provide insights into team performance, helping managers identify areas for improvement and optimize workflows.
Yes, Pronnel's Customer Service solution can handle multilingual support. The platform is designed to support multiple languages, allowing businesses to provide customer service in the preferred language of their clients. This capability enhances customer satisfaction and ensures that language barriers do not impede effective communication and problem resolution.
Pronnel's Customer Service solution prioritizes data security and privacy. The platform uses robust encryption protocols and secure authentication methods to protect customer information. Additionally, Pronnel complies with industry-standard data protection regulations, ensuring that your customer data is handled with the utmost care and confidentiality.
Sales & Marketing Manager in United Arab Emirates
A positive experience. Very feature rich. Very adaptable and configurable. You won't feel "nickle-and-dimed" from the product as pretty much everything is included.
Director/ Partner in United Arab Emirates
This application can do anything and everything based on your requirements, any modifications can be done based on your requirements.
Executive Assistant in India
Ease of use and efficiency with which I could see which all tasks have been done and what is yet to do
