Customer service: its role, how it works, its benefits

Customer service is an important department for any company aspiring to growth and sustainability. It's all about building lasting, trusting relationships with customers. It's the key to building loyalty, enhancing brand image and boost ing sales. Indeed, it goes far beyond simple problem-solving: it embodies a commitment to customer satisfaction and the building of lasting relationships.

At PROGISAP, customer service is at the heart of our commitment. That's why we've set up a team of Customer Success Managers (CSMs) dedicated to customer satisfaction.

In this article, we'll explore the role, function and benefits of customer service, and how customer service plays a key role at PROGISAP.

The essential role of customer service

Customer service is the face of the organization. The one with whom customers interact when they have questions, concerns or problems. More than just support, it is the pillar on which customer trust and loyalty are built.

Why is customer service so important?

• Customer loyalty: Good customer service builds loyalty and keeps customers coming back for more.
• Increased sales: Satisfied customers are more likely to call on your services for other requests. They're also more likely to recommend your services to friends and family. This can generate new customers and increase your sales.
• Enhanced brand image: Excellent customer service can help improve your company's brand image. But it can also set it apart from the competition. A company known for its exceptional customer service will be more attractive to potential customers.
• Employee motivation: Employees who have the opportunity to provide excellent customer service are more motivated and more satisfied with their work. They are also more likely to stay with the company. This can reduce recruitment and training costs.

How customer service works

Customer service operations vary from one company to another. In general, it relies on well-defined processes to ensure a rapid and efficient response to customer needs. Ticket management tools, dedicated phone lines, online chat platforms or social networks are often used to facilitate communication and problem resolution.

The benefits of quality customer service

Quality customer service brings many benefits for both the company and its customers. By offering exceptional support, a company can build loyalty among existing customers, attract new customers through positive word-of-mouth, and even turn disgruntled customers into brand ambassadors.

Effective customer service can also enable a company to better understand its customers' needs, identify market trends and spot opportunities to improve its products or services.

How can you improve it in your personal services business?

• Train your employees: It's important to train your employees in customer service best practices. They need to be able to understand customers' needs, answer their questions effectively and solve their problems quickly and professionally.
• Put the right tools in place: There are many tools available to help you improve your customer service, such as CRM software, support ticket management systems and online chat solutions.
• Measuring customer satisfaction: It's important to measure customer satisfaction on a regular basis, so that you can identify the strengths and weaknesses of your customer service and make the necessary improvements.
• Encourage customer feedback: Encourage your customers to give you feedback on your customer service, whether positive or negative. Customer feedback is a valuable source of information that you can use to improve your service.

Customer service at PROGISAP: A human experience at the heart of success

PROGISAP not only provides innovative software solutions, but is also committed to delivering a great customer experience. Our Customer Success Manager (CSM) is your dedicated partner, ready to listen to your needs and support you every step of the way.

The customer at the heart of the relationship

We are convinced that success depends on a thorough understanding of our customers' needs. That's why we co-create our solutions with industry players, taking into account their business challenges and market trends. This collaborative approach guarantees solutions perfectly tailored to your requirements.

A commitment to quality

Our CSM team is made up of experts familiar with your business sector. This proximity enables us to understand your challenges and propose effective, customized solutions.

A typical day based on your needs

The work of a CSM is unique and adapts to each request. We use Jira, a powerful ticketing tool, to centralize, categorize and analyze your requests. This enables us to track the evolution of your needs and identify potential areas for improvement. The CSM can also be reached by telephone on a dedicated line.

Close collaboration for optimum satisfaction

When necessary, the CSM works closely with other PROGISAP departments to provide you with fast, accurate answers. Depending on your requirements, the CSM will contact other departments, for example :

• Délivery to estimate the impact of parameter changes.
• Training to design appropriate support materials.
• Product to identify and implement the necessary changes.
• Marketing to create relevant content, videos and webinars.

Availability and responsiveness

We know that responsiveness is essential to guarantee your satisfaction. That's why we've set up a dedicated phone line and flexible hours to respond to your requests as quickly as possible. Our service is available by phone from 9am to 6pm, but also by e-mail and via Jira.

People first

At PROGISAP, we take a human, friendly approach to our dealings. Trust and listening are the foundations of a lasting relationship with our customers.

A close-knit, expert team

Good humor and collaboration are the watchwords of our team. Regular training keeps us at the cutting edge of the latest technologies and legislation, and guarantees our expertise.

PROGISAP, your trusted partner

Our team is mobilized to support you on a daily basis and help you make the most of our solutions. Don't hesitate to contact us: we'll be happy to answer your questions and help you achieve your goals.