In these challenging times, we know customer experience teams are being asked to do more than ever. The challenges of today are highly unusual: huge demand peaks, shipping and order chain disruptions and operations updates that happen daily. For your service team, this often means wrestling with large amounts of data from multiple systems that don’t talk to each other.
Unhappy agents mean unhappy customers
To support their customers, support agents are often logging in and out of different systems, cutting and pasting account numbers into different software tools, and shuffling between departments and disparate data sources to solve customer problems. When systems don’t talk to one another, it becomes difficult for agents to hunt down all the information they need to help customers. That lowers the ability for an agent to resolve the ticket on their first try, greatly increasing the cost of service, frustrating agents and wasting valuable resources.
Customers have high expectations for the speed and quality of their support, and a poorly managed omnichannel environment isn’t just frustrating for agents, it’s ultimately frustrating for customers as well. Customers are inconvenienced as they are shuffled between departments, have to repeatedly provide account information, and constantly have to provide context to agents who don’t have a holistic view of their problems. The result, not surprisingly, is unhappy customers.
Getting 360-degree views of customers with Sunshine
One of the most powerful ways that companies can overcome these challenges and deliver exceptional omnichannel service is with Sunshine, our open and flexible CRM platform built on AWS. Sunshine helps break down the silos between sales, marketing, customer service, operations, and management, and make it easy to provide fast, personalized, holistic service.
With Sunshine you can connect all of your disparate data sources and makes them easy to use as part of the native agent flow. Sunshine can also capture every interaction a company has with its customers, whether it’s a visit to a web site, engagement with an email marketing campaign, a comment on social media, or call to customer service. This allows companies to have a 360-degree view of its customers. For example, when a customer opens a support ticket about an order, the company can see the specific item in question, when the order was placed, what other items were in the order, and when it was delivered. This gives the company a 360-degree view of the customer journey in one dashboard.
Getting started with CRM
As you can see, by integrating information under a single pane of glass, agents can see who your customers are and how they’re interacting with your brand. Having this knowledge at their fingertips empowers them to act on these insights, and solve problems more efficiently.
It’s now easier than ever to get building on Sunshine and turn an idea into reality. Sunshine Lite comes free to anyone on a Support Enterprise plan, with more plans available for more advanced needs.