Cloud Contact Center Featured Article

IssueTrak's Keys to Customer Satisfaction

By Oliver VanDervoort
Contributing Writer

IssueTrak (News - Alert), a software development firm focusing on customer service solutions, believes it has found the keys to making sure customers are happy. CEO Dan Luhring recently talked to Virtual-Strategy Magazine about the importance of flexibility, ease of implementation and customizability in customer-centric issue tracking software.

"Most customer satisfaction metrics concentrate on representatives' courtesy and attitude, but despite this the majority of customer experiences remain disappointing. All too often, customer service representatives demonstrate a low 'business IQ' because the data at their disposal doesn't allow them to resolve issues," said Luhring. "This dynamic can't change without the broader use of streamlined, next-generation, innovative workflow tracking tools."

One of the things Luhring pointed to when it came to customer service software is that when it is inflexible it can actually harm customer satisfaction and response times. Recent research has found that most customers expect a response to their queries inside of four hours. The average response time is 7-10 days.

IssueTrak offers customer service solutions to train, monitor, and communicate with contact center employees. Their cloud-based solutions are fully customizable, and their customers take advantage of that fact: 100 percent of their clients customize their interface to optimize results.

The customer service software business can lead to millions, if not billions of dollars of revenue. In order to accomplish this though, firms must use software that is able to bring big time dividends in the form of customization and flexibility. Industry research shows that customers are even happy to use self-service software as long as it’s not hard to use and can be changed up depending on the company. IssueTrak understands the importance of customization and they offer a massive range of settings when it comes to their cloud-based application.