Outgrown QuickBooks Series – Strain on Customer Service

Our past few blog posts in our warning signs that you’ve outgrown your QuickBooks solution series have discussed budgeting and forecasting troubles, improving accounting controls, why database performance is important, and how to expand into new business channels. Another sign that QuickBooks isn’t cutting it anymore is that your customer service team begins to feel the strain  you start to experience a strain on customer service. How do you address this issue while continuing on a path of growth?

Your customers are vital to the success of your organization. Ensuring their happiness is essentially what keeps you profitable and competitive. They deserve the security of knowing that if a problem arises, it can be easily rectified. Additionally, strong customer service skills can differentiate you from your competitors. When you are selling the same products as a handful of other companies out there, how will you set yourself apart so that potential clients will choose you over them? Remember, the more repeat business you can create, the more profitable you will be in the long run. A bad customer service experience is often all it takes for a customer to cut ties with you.

Your customers also expect to receive a certain level of customer service. In order to accomplish this, your employees must have visibility into orders and order history. When a customer calls with a question or concern, your customer service representative or sales person must be able to instantly pull any pertinent information to provide immediate answers. Without the ability to respond to any customer question in a timely fashion, you’re going to end up with poor marks.

Good customer service also means being able to answer questions regarding stock levels in real-time, while confirming all shipping information as soon as an order is placed. If a customer calls back a day later to make adjustments to the order, does your customer service team have the ability to do this?

In order to ensure that you maintain strong relationships with your customers, you need a business solution that enables you to manage customer contacts, track opportunities, and provide support to build lasting relationships. To learn more about how you can manage all of your interactions with your customers and stay competitive in your marketplace, contact Third Wave today!

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