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Build a Better Customer Experience with Successware Tools

We cannot live without technology, both in our personal and professional lives. Technology was designed to make your daily life easier. Implementing different technologies into your business practices can help you run things more efficiently and effectively.

One of the most important things your business can have is a business management platform. Successware was designed to be that all-encompassing, fully integrated business management software platform that your business needs to succeed.

Successware offers a range of different technology integrations for our platform to help your business build a better customer experience while collecting important business data and analytics. Two key integrations Successware offers are Successware BookIt and Successware Connection (coming soon), both in our Success Tools by Successware product line.

Successware BookIt is our online customer appointment booking application which is now available. Successware Connection is a softphone, omnichannel communications platform coming soon. These two integrations were designed to enhance Successware Office and help you build an enriched customer experience and more streamlined operations. These two integrations give you access to valuable data your business may not have been tracking.

Why it is Important to Collect Data From Success Tools

Technology integrations help build a better customer experience, streamline your day-to-day operations, and help you collect important data your business can use in its marketing, sales, and training efforts.

Both Successware BookIt and Successware Connection are great data sources and will help your business collect key information and metrics regarding your customers and employees.

For Successware BookIt, you will be able to see what customers are utilizing this feature and who isn’t, which can help you in your marketing efforts. You can create campaigns directly in Successware for your customers who aren’t using BookIt to entice them to start booking appointments online. This can be done by offering a percentage or dollar amount off for their first online booking so they can see just how easy it is.

Once launched, Successware Connection will be a great way for you to collect tons of data on both customers and your employees. For customers, you will be able to gather their general contact information and information about the equipment they have in their homes and what services they need. This data will be stored directly in Successware and can be used in your marketing efforts.

You can pull customer lists from this data to assist you with your marketing campaigns. You may decide you want to send a discount coupon to customers who have a piece of equipment over ten years old or run a promotion for a maintenance service in a particular service location.

Successware Connection will also give your business insight into how your call takers and customer service reps are performing. You will be able to key performance indicators and data analytics such as job conversion rates, average call length, average hold time for customers, and more. Your business can use this information to better train your employees on things they can improve based on the metrics.

Now let’s dive into how Successware BookIt and Successware Connection are crucial for building a better customer experience.

Offer Customers the Convenience of Online Appointment Booking with Successware BookIt

These days, most customers prefer the convenience of online booking instead of picking up a phone and calling a business to schedule an appointment. Customers can do it at their leisure, at any hour of the day or night. If a customer needs to double-check their availability for a particular appointment date and time, they can do so without hanging up and calling a business back. Instead, picking right up where they left off.

Online booking is more convenient for your customers and for your business and employees. Call volume will start to be off-loaded to BookIt, which will free up your Customer Service Reps (CSR’s) time so they can focus on other tasks that need to get done throughout the day.

Successware BookIt will generate an automatic email to the customer confirming their appointment time. This is helpful for both your customers and employees – customers will not forget their appointment, and your employees will not have to send a reminder/confirmation email manually.

By having the ability to book online, your business can track and record who is utilizing online booking and who prefers to call into your office. This may help you better target your marketing efforts and campaigns.

A Surplus of Data with Successware Connection

Another great integration for Successware is Successware Connection. Connection is an online phone system that integrates directly with Successware and can talk with its CRM, or customer records in the system.

Successware Connection will be a great source of data for you and your business. You can track and log anytime a customer contacts your business. This information is incredibly important to keep for both current customers and potential customers. Let’s start with current customers.

If a current customer calls into your business, Connection will automatically pull up the customer record based on the phone number the customer called in with. This will be incredibly helpful to your CSRs because they will have the customer’s information and history right at their fingertips while talking to them.

Tracking any interaction that comes into your business is crucial for potential customers, whether or not a job is booked. When a potential customer calls in, you can create a new customer record associated with their phone number.

Even if they don’t book a job, you will have a record of their information to use in future marketing efforts. Information that once was lost will not be saved and can be used to your advantage.

Successware Connection is also great for tracking the lead source a customer heard about you from. If your business has different phone numbers associated with different marketing campaigns, you can tie each phone number to the marketing source in Successware.

When a customer calls in, your system will recognize the phone number they dialed and automatically attribute that to the lead source they heard about you through. This is a great time saver for your CSRs because they no longer have to ask the customer how they heard about your business and manually log it.

As your business starts collecting this lead source information, you can pull reports to see where most of your customers are hearing about you. This will help you determine what marketing campaigns are giving your business the best return on investment and where you should invest in the future.

Successware BookIt and Successware Connection offer a win-win for both your business and your customers. Your customers will be pleased with how easy your company is to do business with, and you will be able to collect valuable data on your customers and employees that you can use in your marketing, sales, and training efforts.

If you are a current Successware customer, reach out to your Account Executive for more information on Successware BookIt and Successware Connection. If you are interested in becoming a customer or would like more information on Successware, click the button below to request a free, live demo.

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