Product Experience Management Software Startup

How SMBs can Know When it’s Time to Upgrade their Customer Service?

Beyond purchases and toll-free help, customers today want more meaningful interactions with businesses. They prefer to do business with companies who value the client’s time and preferences at each stage of the customer journey. As a result, customer service has become critical to business success and brand creation.

As a result, customer service is no longer treated as an afterthought in the development and sale of products. It is now at the heart of all company operations. Customer satisfaction is even more important for small businesses because they have limited resources and aggressive expansion objectives. Therefore, for SMB business executives, resource allocation and making financially sustainable business decisions are always top of mind.

SMBs require a customer service strategy that incorporates the appropriate tools and technology in order to create lasting impressions and client relationships in the shortest amount of time. Not to mention the requirement, even with a tiny support crew, to provide always-on service.

How Technology Helps in Upgrading SMB Customer Service?

Customers have come a long way from the days when getting service required going to a store and dealing with a familiar salesperson. Customers now expect a personalized, round-the-clock response to their concerns and rapid resolution to their difficulties. Only by incorporating salesforce technology into the experience you provide can you achieve such a tremendous improvement in customer service. Your service team’s efforts will be amplified by the correct service solutions, which will provide them with important insights that will help customers fall in love with your brand.

While improving the customer service experience for small businesses is a strategic business decision that demands careful consideration, some critical areas may require urgent, tactical attention. Support your customer service professionals with the necessary tools as you update your customer service plans for speedy outcomes.

1. Increased workload

If your service agents spend too much of their time on manual and repetitive chores, it is time for an automated service solution to come onboard. Such a solution deploys intelligent workflows that automate and streamline repetitive and time-consuming tasks like – creation and updation of records, call logging, sending emails, etc.

Another effective way to handle increased workload and request for information is by using a comprehensive knowledge database. Embedded right into the agent’s console, it enables instant access to knowledge articles so agents can deliver the right answers fast and with ease. The knowledge base can also be embedded into the service website or customer portal to enable customer self-service.

2. Support Across All Channels (Omnichannel)

Previously, email addresses were sufficient to validate your customer service efforts. But that is no longer the case. Customers not only lack the time and patience to write you an email expressing their problems, but reading and responding to each email is not the most efficient use of the support team’s time and resources.

Other modern mediums used by SMBs include many applications like WhatsApp, live chat, social media messengers, SMS, and so on. The need of the hour is for an integrated service platform with built-in support for all of these prominent digital platforms. Agents can use it to get a real-time view of all customer interactions across all channels right on their console.

An omnichannel service strategy will benefit a company in the following ways:

  • Customers will have a more pleasant experience because they will be able to contact service agents through any of their preferred channels.
  • provide a quick response time when reacting to or resolving client issues
  • get free and good exposure by supporting consumers in real time on public venues like social media and community forums use its service agents to cross-sell and upsell across channels.

3. Growing Customer Problems 

Customer concerns can sometimes persist despite the best efforts of the support staff. This may occur as a result of agents and managers failing to recognise key information. To understand the underlying causes of customer unhappiness and choose the best next steps, the team requires a 360-degree customer perspective and real-time service data. An agent dashboard with built-in analytics, predictive insights, and end-to-end customer visibility may help agents quickly simplify support requests, reply with the correct customer context, minimize response times, and ultimately enhance customer happiness. Automated and intelligent case triaging and routing can also provide data that helps service managers find trends – tickets generated by many users or on recurring issues can be gathered for a full picture of the root cause and a proactive response.

Top 2 Benefits of CRM

1. Trustworthy Reporting

Data is a necessary part of business, and it’s available from a number of resources: social media, Google Analytics, business software, apps, and CRM technology. It’s not useful, however, until it’s sorted, cleaned, analyzed, and made actionable. Companies of all sizes use social media and rely on metrics from those platforms. Google Analytics is an important tool many business owners use, at least minimally, to monitor their website traffic. However, you can’t rely on these tools alone.

A CRM system helps you go deeper with all your data and metrics, including those from other sources. 

2. Dashboards that Visually Showcase Data

Using a spreadsheet to manage your company means inputting or importing data manually, figuring out what’s important, and then creating a graphical way to present this data. CRM does most of this for you.

Once you’ve invested in the platform, you can take advantage of another CRM benefit, the dashboard. You can set up a dashboard for every individual in your company who has login credentials for your CRM platform.


As a small business, you should pick a customer care platform that can expand to meet your changing business demands and functions as a one-stop shop for all of your service goals.

Salesforce CareCloud, which is powered by Einstein, is an out-of-the-box solution that can assist rethink how small businesses handle customer service. At, nlineaxis our service cloud is designed to provide excellent assistance to on-site and remote service personnel. These qualities make it very easy for your service representatives to connect with the solution and for you to integrate it into your existing infrastructure, thanks to a cloud-based, intuitive service platform with pre-built integration applications. Please feel free to contact us if you have any query. 


Divya Srivastava

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