Optimizing Customer Service
In this report, APQC identifies the three most important goals for senior leaders when it comes to customer service support for business strategy.
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What’s in the report?
Customer service interactions provide customer service representatives (CSRs) with an opportunity to transform wary, skeptical or dissatisfied customers into committed brand promoters. Handling these interactions with excellence requires an effective frontline response that puts customers’ needs above all else — and technology that makes it all possible.
APQC conducted research to understand how organizations can enable better customer service and alleviate critical challenges facing both customer service and order fulfillment teams. This report highlights their key findings and takeaways, including:
The context for the need for modernization in customer service organizations
How to align customer service strategy and measures, and re-examine the roles of CSRs
Ways to shift behavior and priorities to move toward more proactive customer service
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Cloud-based automation software that helps AP departments work smarter, not harder.
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“Esker has greatly improved our daily work — invoices and information are easily accessible and well organized. We never have to worry about inquiries from within our organization, or externally, from customers or suppliers. Esker dashboards enable us to see pending invoices, monitor operations and check any outstanding invoices.”
Senior Purchase-to-Pay Administrator | Heineken
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Cultivate value through your supplier relationships.
About Esker
Esker is a worldwide leader in cloud-based document process automation software, helping organizations of all sizes increase efficiency and deliver added value to their O2C and P2P business processes.
Since 1985, Esker has helped companies in their efforts to digitally transform business communications, with global headquarters in Lyon, France, and U.S. headquarters in Madison, Wisconsin.
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