Issues
So why does customer satisfaction decline? Some possible reasons:

• It takes too long for customers to get answers to questions
• It takes too long for customers to get issues resolved
• Customers have to repeat the same information each time they talk to your company, or even worse they have to repeat the same information two or three times when they call 
• Orders are shipped inaccurately or late
• Products and services are defective
• Customers aren't followed up on in a timely manner

When customers call with questions or issues, CSRs need to have easy access to the customers' information, including previous case, service, and support issues and the activities taken. They should also be able to research whether the issue had previously been resolved and route the customer directly to the appropriate person if necessary, to reduce the amount of time it takes to answer questions and resolve customer issues.

Everyone in your organization should have access to up-to-date information about the customer, so customers don't have to repeat their situation if they are transferred.

You need a way that will automatically remind CSRs to follow up with customers, so cases don't fall through the cracks.

Solution
Global Image provides Customer Service management tools to help, including:

• Easy to use web based tools accessible by everyone in the organization
• Case management
• Knowledgebase
• Issue queing
• Contract management
• Product catalog and available in inventory
• Cross- and up-selling

By implementing Customer Service tools, Global Image customers are increasing customer satisfaction through better case management and increasing sales through cross- and up-selling.

Contact us today and let us show you how we can help you attract and retain more customers.