5 features of the best after-sales service software

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After-sales service software, support service software or ticketing software is designed for leading and successful businesses so that they can serve customers in the best way while providing services and after sales and during warranty and out-of-warranty periods. do

In general, after-sales service includes several basic steps. First, we must have a database of customer information that includes the status of each customer. This information can include contact information, address and other customer information. Records of previous purchases and received services are also other information that can be included in customer profiles. Even if the customer has bought from our agencies or branches, it can be recovered in this profile. Warranty status or free after-sales service or even general customer status such as VIP or golden customer, loyal customer, troublesome customer, etc. are recorded in this section.
Therefore, we have a database of customers, which is recorded from the beginning of communication with customers to the last service that was provided or the last request that customers had.

The next steps are to start after sales service. These steps may not happen consecutively or one after the other, and several steps may happen and be completed at the same time in one stage for the customer. In the following, we will learn more about each section.

1- Receiving customer requests, categorizing, evaluating and referring work

At this stage, the customer may contact us with one of the methods immediately after the purchase or even a few years after the purchase and register a request. At this stage, with the help of the best after-sales service software, we must save the customer’s request in his profile so that it can be kept in the customer’s records.

 

2- Performing the necessary services and completing the work

In the next step, this request is checked by the software and placed in the folder of the relevant person or unit. Technical and support services are usually performed by different people or units. Therefore, it is necessary to distribute these requests among the technical team based on a specific procedure and plan. Every morning, the technical personnel check their briefcases After-sales service software They can be informed about the status of new requests, ongoing requests, and completed requests. Appropriate processes and procedures can be designed to remind or notify late arrivals.
With a higher level of access, the manager of the support department or the manager of the after-sales service can be aware of the performance status of individual people or the entire team in any time period. Some after-sales service software such as Everest It is online and managers or technical personnel can access relevant information at any time and from any device. For example, have access on a tablet or mobile phone or laptop.

 

3- Notifying customers at every step

From the moment of registering the customer’s request to announcing the status of the service and finally completing the work and sending the survey, sending online invoices, incentive schemes and other things can be done automatically and through the after-sales service software. In this way, we can interact and exchange information with customers by sending text messages, voice messages, sending emails, sending to messengers and social networks.
This work has a great impact on improving customer experience management and increasing their satisfaction. It also greatly reduces the cost of manpower for frequent customer calls and follow-up.
In addition, if an error has occurred on the part of the experts or the customer, it can be easily checked. Therefore, digital and automatic communication with customers can be of great help in handling customer complaints. In the past, it was difficult for senior managers to make the right judgment between customer complaints and the performance of their technical team. But with the after-sales service software and ticketing system, monitoring and control of work quality is also managed well.

 

4- Completing financial operations, checking warranty matters and settling accounts

The best reliable and comprehensive after-sales service software should be able to manage financial and accounting affairs well. By connecting accounting software to accounting and financial software, this process can be managed well. So that the customer’s financial and payment situation is clear in his profile, and the delivery expert can settle the account with the customer easily without referring to the accounting department.
On the other hand, the financial unit can issue documents and review the amounts received and make financial reports without the need to refer to the after-sales service department repeatedly and without mistakes.

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5- Receiving feedback from customers and informing about the performance of products and services

As mentioned above, receiving feedback from customers helps both in their satisfaction and in the development and improvement of products and services. The best way to provide new products and services is to receive the needs and requests of customers. This is the best practice for product development. Other traditional methods of product design in laboratories and production workshops and then worrying about whether or not customers will be welcomed are obsolete.

It is necessary to take action to receive the opinions of customers immediately after presenting the products. Also, by examining the amount of customer complaints and their frequent referrals, he took action to correct the defects of the products. Therefore, the ticketing software or the support service software, by providing the best management reports of the status of each of the products and services, can act on abandoning a product, replacing a new product, or integrating and combining products and services.

Everest after-sales service software is developed based on one of the best CRM software in the world, namely Microsoft, and with more than 16 years of experience in the field of corporate and organizational software development, it can customize the software based on the needs and requirements of the business. Customize your work.
For more information visit ever247.cloud Visit or call the following number:

02191013342