“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
– Maya Angelou, American civil rights activist and poet.
In a weirdly accurate way, this quote applies well to customer service in today’s corporations. Unfortunately, when customers reach out to a service centre, they expect a humane, empathetic, and organic response–rightly so. However, they often feel as if they’re just speaking to a machine.
“80% of customers say the experience a company provides is just as important as its products and services.” – Salesforce
The ‘Expectations versus Reality’ Valley of Customer Service
This impersonal experience can happen even though service personnel deeply care about helping customers. This happens because support agents just don’t have the mind space to engage meaningfully. This lack of attention can stem from juggling too many IT applications, having to work under overly complex rules and workflows, and dealing with the inflexibility of traditional service CRMs. But what a customer cares for is how well your organization’s service agents listen to them, respond to them, and serve them. Due to the cold, bureaucratic handling they receive, your customers end up frustrated, angry, and vengeful.
Historically, service CRMs have not lived up to their promise of transforming service centres into relationship centres. They have not allowed customer service personnel to work like humans, solve problems empathetically, and build lasting relationships. Fortunately, Low-Code platforms are now changing this dynamic. In this guide, we’ll explore how.
What is a Low-Code service CRM?
First, let’s understand what is Low-Code. At its core, Low-Code replaces the traditional method of coding applications line-by-line with a visual approach using drag-and-drop components. A Low-Code service CRM allows end users to quickly model and automate any customer service process without extensive coding. This approach removes every limitation that has kept traditional CRM systems from fulfilling their promise of transforming service centres into relationship centres.
Essentially, this means that with a Low-Code service CRM, you finally have a platform that lets you pivot your operation from simply reacting to tickets towards proactively nurturing relationships across every customer touchpoint. What was impossible before, is now achievable.
How Low-Code Service CRM helps customer service personnel
Low-Code service CRMs fundamentally change how a customer service agent works in two critical ways.
- First, They can focus on the human side of the issue, building rapport and understanding..
- Second, they have complete confidence that whatever they need to solve that problem perfectly is right at their fingertips. They don’t have to remember procedures, retrieve data from other systems, or ask someone else for help.
So, how does Low-Code service CRM achieve these changes?
It simplifies the agent’s workspace by removing unnecessary app clutter, which often distracts and delays. It also gives agents the power to customize and enhance their CRM tools without waiting for IT support. The overall result? Low-Code CRM systems provide necessary information at the right time, reduce mental load, and eliminate the anxiety of not knowing everything. This frees up agents to concentrate on what really matters—the customer.
Let’s consider a specific scenario: there’s a service outage. Traditionally, an agent puts the customer on hold while they check details, comes back asking for more information, and eventually fails to answer when the issue can be resolved. However, with a Low-Code CRM, the agent can instantly see all relevant details, such as the cause of the outage, the status of ongoing repairs, and the expected resolution time. Instead of saying, “Let me check,” they can immediately inform the customer, “The circuit is down, but repairs are underway. We expect the power to be back in approximately four and a half hours.”
This level of direct and informed communication solves problems efficiently. More than that, this also builds trust and satisfaction among customers. They no longer feel like just another ticket number; they feel heard and valued. This is how Low-Code service CRMs transform customer service centres into true customer relationship centres.
Transform your service with a Low-Code CRM
Here’s how Low-Code can turn your service centre into a relationship powerhouse:
- Give your team the tools they need to truly connect with customers. Allow customer service agents to build digital workflows to their needs, build custom apps to automate manual work, and free them up to focus on building relationships.
- When your customers have an issue, time is of the essence. Low-Code lets you adapt and build solutions in a flash. An application that took a month to deliver earlier, can now be built in 3 days, and at one-fourth the cost.
- The problem of shadow IT does not exist with Low-Code service CRM. That’s because service agents no longer feel the need to create workarounds and shortcuts to bypass stifling IT restrictions.
- Low-Code offers you the power of reusable components, so when one agent develops something useful, the entire team can benefit from it. This nurtures a healthy culture where every service agent can think like a process improver.
But a word of caution… All Low-Code CRMs are not the same. Let’s explain how, and also tell you how Amoga can help
How can a Low-Code service CRM from Amoga help?
As a service manager, you know that exceptional customer service is rare. You’ve probably heard the phrase “going the extra mile” when describing a standout rep. But what if that extra mile could become the first mile?
We believe in a different approach to service—one where building relationships is the norm, not the exception. This transformation starts with Low-Code technology, but not just any Low-Code.
Many vendors use the term ‘Low-Code’ loosely. What they do is offer traditional CRMs with a few customizations. But true Low-Code goes beyond that. It’s not about customizations, but about making it so easy to customize, that anyone can do it, even when they don’t have any knowledge of coding.
So, a true Low-Code empowers anyone, regardless of technical skill, to build custom applications. This was our vision when we built the Amoga Low-Code service CRM.
Our CRM is yours to mold and shape, without the headache of complex coding or hefty costs. When a customer contacts your service centre, they leave the conversation feeling like a friend, not just another ticket. That’s the promise of Amoga’s Low-Code service CRM.
Ready to Transform Your Service Center?
See how a Low-Code CRM from Amoga can empower your team and build lasting customer relationships.
