Manage Customer Expectations with Marval MSM ITSM Software

Customer expectations have evolved over time, but never as rapidly as they have in the past couple of years with social media interaction and customer satisfaction surveys playing a major role.

Customers are demanding service faster than ever before, so having a clear picture of what they really think about the service you provide is key.

With Marval MSM, providing a consistent and personalized customer experience is a strategic priority. Customers can quickly find answers to their questions using the MSM web self-service portal, or expect the right person to handle it at once and be kept informed as to what is happening.

Customers want to interact with a “can-do” member of staff who has all available information at their fingertips. Simply keeping in touch will help reduce costs, while boosting customer satisfaction and revenues.

Marval MSM provides a number of approaches and features to help you manage the customer expectations and experience whlst increasing first time fix rates.

• Use MSM survey results to make decisions and grow your business
• Tailor your surveys to provide you with useful data on the performance of business services and initiatives
• maximize response rates with attractive, user configurable and user-friendly surveys
• Receive a notification whenever a customer leaves negative feedback
• Call closure customer satisfaction and star ratings
• Get useful insights to improve your business with easy-to-use reports and dashboards
• Maintain data safety (data is transferred securely over HTTPS and is TLS/SSL encrypted)
• Measure employee satisfaction to increase motivation and retention
• Use surveys to plan your event and for real-time and post event feedback
• Get feedback from customers on your performance

Using MSM, companies can respond to feedback, act on it and let customers know what’s happening and what has been done.