What would your biggest customer service myth be? Is it one of these three decisively refuted by officials of Soffront on their blog? Chances are it is.
“Price trumps quality.” Oh man, if we had a dollar for every time we’ve heard this one... Soffront officials cite a recent article in Business Insider, where Shep Hyken referenced two studies showing that “regardless of the industry, customers are willing to pay more for what they believe to be a better customer service experience.” You’d think there wouldn’t be any need to keep proving this, over and over, but hey, old myths die hard -- ask yourself, do you buy brand name products over lower-priced generic alternatives.
Quality of service, as the Soffront blog concludes, is not the only factor customers and businesses use in making purchasing decisions, but “it cannot be ignored. If you offer inferior service at a lower price, the negative impact on customer satisfaction will outlast the temporary boost in sales.”
Or how about this one: “No complaints means happy customers.” You might have heard it as the “no news is good news” myth.” Rarely is it true. As Soffront rather pithily puts it,”no news more often means that a business isn’t in tune with what is happening.” Your customers simply leave without saying goodbye.
No, you need feedback, and good CRM software makes it easier to get it.
Here’s a doozy: “Customer service? One size fits all.” Riiiight. As the Soffront blog correctly says, the bottom line in customer service is “the same as the bottom line in sales: the best companies find a need and fill it... no one customer relationship management strategy works across the board in every scenario.”
In March TMC’s (News - Alert) Anil Sharma wrote that Soffront introduced the V.9.1 cloud-based product, which the company claims is simpler to use than competing offerings.
Soffront's v.9.1 fully supports Outlook 2010 and the latest version of QuickBooks 2011. One key feature of Soffront's CRM software is that it comes with a single communications screen which will help to simpliflt navigation.
"Soffront has a totally different approach to supporting the salesperson," said Manu Das, CEO of Soffront Software. "We built a cloud based product designed to mimic the sales process with a CRM solution that's much simpler to navigate as a salesperson moves through the application to record and update activities with prospects and customers.”
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Juliana Kenny