5 Ways iPaaS Tools Can Increase Employee Satisfaction

Look at any company and you will likely see account managers on the front lines. Whether in customer service or account management, these people make customers successful, keep them satisfied in the long term and make an important contribution to the sustainability of the company.

However, despite its value, customer success is one of the most difficult tasks in any business.

According to the Pegas study “The good, the bad, the ugly: 2019 Global Customer Service Insights”, 79% of 70,000 customer service reps said they had multiple problems at work. Customer service also has one of the highest fluctuation rates in any department.

Why is customer service so demanding?

Let’s take a look at some of the most common weaknesses for customer service teams.

Common pain points for customer care teams

Many of the common pain points identified in Pega’s study are due to a combination of bad tools and processes that affect the customer experience. These include:

• Having to route customers between teams and departments (a problem for 43%)
• Having to manually enter the same information in multiple locations (a problem for 32%)
• Having to ask customers for information they’ve already provided on another channel (a problem point for 24%)

These are problems for many companies, but the good news is they are Easily avoidable and correctable with iPaas.

How iPaaS improves employee satisfaction

iPaaS (Integration Platform as a Service) connects and integrates your business applications so you can keep data up to date across multiple tools. It also provides an easy way to centralize data in one place like your CRM.

iPaaS tools are ideal for improving the customer experience, but they also increase employee satisfaction and reduce fluctuation – especially in customer-facing roles – by fixing the weaknesses that affect almost 80% of these employees.

If you want to reduce the turnover in your customer service reps, read on for five common problems iPaaS can easily avoid and fix.

Problem # 1: Passing on customers between teams and departments

As a customer, there is hardly anything worse than being referred to what appears to be hundreds of different people in a company. In fact, 69% of customers expect a connected experience when they interact with a company, but few of them get it.

If you work in a company with incoherent customer service, it is also demotivating for the employees. You want to provide a seamless customer experience, but the infrastructure for it isn’t there.

The solution:

Use an iPaaS tool to sync all customer data with a centralized CRM tool so every team member can find current customer data and take immediate steps to help the customer.

Problem # 2: Manually entering the same information in multiple locations

Repeating the same manual work over and over again sucks. For many customer-facing teams, it can seem like part of the job to spend hours of the day entering the same data into a CRM, project management tool, invoicing system, and Slack to share data with colleagues. But it doesn’t have to be.

The solution:

Set up two-way synchronization so your contact information can flow to the right places instantly. Set up rules to automatically attach the correct segments, labels and notes – and you instantly saved your team a lot of time and trouble.

Problem # 3: Prompting customers for information they’ve already provided on another channel

One surefire way for a company to piss off its customers is to ask the same questions multiple times. 78% of customers expect consistent interactions between departments in a company. This assumes that your employees know what has already been asked – and what the answer is.

The solution:

Store customer data correctly the first time and synchronize it across all tools so that everyone on the team can access it at the right time, regardless of which system they are looking at.

Problem # 4: Using outdated tools that hold your team back

Despite all the great cloud-based systems out there, not all teams benefit from these products. It’s all too easy for customer care departments to hang on to a tool that no longer serves them because changes seem tedious.

The solution:

Take the time to pause and take a bird’s eye view of all of your company’s core systems. Ask yourself: what tools are you currently using? And how do they fit together?

Problem # 5: Burnout due to a lack of automation

If your customer service and success teams aren’t using automation tools, they are most likely overworked. Quite simply: automation solves the task Nobody likes to do that.

Remember to manually send the same emails multiple times a day, assess when customers need to follow up, and look for the right customer details to share with a colleague.

The solution:

Add automation to your customer service processes. To get you started, here are some of the best tools for customer service teams.