Simplify the management of customer requests: 5 essential best practices

By the MyOverview team

23 December 2024

Reading time: 5 minutes

In an environment where customer satisfaction is a top priority, effective management of service requests plays a crucial role. Here are five best practices for optimising this process, improving the customer experience and boosting the productivity of your teams.

Not all requests require the same level of attention. Define clear criteria to identify urgent requests and deal with them quickly.

Example: A critical breakdown of a product or service that has a direct impact on a customer’s operations must be prioritised over a general issue.

By implementing a prioritisation system based on impact and urgency, you can ensure that the most important problems are solved first, while maintaining customer satisfaction.

Thanks to tools such as MyOverview’s intelligent CRM, you can easily organise and prioritise customer requests so that the most urgent cases are dealt with as efficiently as possible.

Receiving requests via several unconnected channels can lead to errors, duplication or unnecessary delays. A centralised platform enables all requests to be grouped together, regardless of the channel used (e-mail, telephone, chat, social networks).

Advantages :

• Customers can easily submit their requests via their preferred channel.
• Service teams can access all the information they need from a single point, reducing processing times.
• For example, a cloud-based contact centre can unify customer interactions, improve agent productivity and provide a better overview.

This reduces the volume of incoming requests and speeds up the resolution of complex requests, while increasing customer satisfaction.

MyOverview, for example, centralises all customer communications, whether emails, messages or calls, into a single platform, reducing errors and improving efficiency.

To improve monitoring and efficiency, all requests must be carefully documented.

This includes:

• The type of request.
• The person or team assigned.
• The actions taken and the time taken to resolve them.

As well as documenting requests, record internal processes, such as ticket handling workflows or service level agreements (SLAs). This ensures consistent management and makes it easier to analyse performance.

Automation can transform requests management by reducing the time spent on repetitive tasks.

For example:

• Automatically allocate tickets according to category or complexity.
• Send automatic acknowledgements to inform customers that their request has been processed.
• Standardised processes ensure that every application is processed according to the same criteria, improving fairness and efficiency.

Our MyOverview platform optimises workflow automation thanks to an intelligent email dispatch system. Each message received is automatically redirected to the most appropriate member of staff, based on criteria such as their responsibilities (e.g. managing reimbursements), their current workload and their skills. This process ensures a balanced distribution and efficient management of customer requests.

Measuring and analysing your performance is essential to identify areas for improvement. Here are some KPIs to keep an eye on:

• First response time: measures the speed with which you respond to customers.
• Mean time to resolution: assesses the efficiency of your teams.
• Customer satisfaction rates: get feedback so you can adjust your services.
• Ticket volume by channel: identify trends to adapt your resources.

By monitoring this data, you can fine-tune your processes and offer an increasingly efficient service.

MyOverview’s KPI dashboard provides a clear view of performance and helps you identify areas for improvement to improve customer satisfaction.

The management of customer requests must be fluid, fast and focused on their expectations. By applying these five best practices (prioritisation, centralisation, documentation, automation and performance monitoring), you can improve customer satisfaction while optimising your internal resources.