Effective and resolution-oriented customer service can be a competitive differentiator for companies, but requests received through various channels, lack of history, and difficulty in tracking deadlines can harm customer experience, brand perception, and team productivity.
According to Karen Willers, partner-director at TomTicket, there are seven signs that a company already needs a customer service system. The first sign is when requests are scattered across different channels, such as WhatsApp, email, social media, and conversations in private channels, without a centralized environment to register and track demands.
The second sign pointed out is when messages are lost or take too long to be answered, causing the customer to need to contact again because they did not receive a response or because their request did not reach the responsible party. The third sign is the lack of designated responsible parties, meaning when it is unclear who should handle each service request and demands are not properly directed.
