How can scanning and data capture improve customer service?
The speed of response to customer enquiries has never been as important with the proliferation of social media websites making it easier than ever for people to report both good and more especially, bad customer service. The centralisation of call centres and help desks also makes it increasingly vital that the most recent customer correspondence can be accessed rapidly in order to resolve disputes and meet service level agreements.
Recent research has revealed that scanning and capturing data from customer related documents can drastically improve customer service. 70% of users interviewed claimed that customer response times had improved by a factor of 3 and 29% had seen an improvement of 10 times or more.
All incoming documents should be scanned and indexed and data extracted automatically and uploaded to an IT system such as a CRM system. Any emails from customers can be saved directly into the system without having to print and scan and workflow can be used to distribute data to relevant personnel for immediate action.
The instant capture of a document and its contents allows resolutions to get underway straightaway and ensures a speedy response to a customer’s query.