Customer Service being the crucial part of any business gets prioritized over any other departments. The reason to it is because it can differentiate a company to its competitors. Also, not to forget the repeat business which the company expect if provided excellent customer service. In financial terms, it costs at least five times as much to win a new customer as it does to keep a current one.
In this customer driven market, where competition is becoming stiffer day by day and critical deadlines are rife, one cannot think of business growth without exceptional customer service.
To provide an excellent customer service is not an easy task. There are any software solutions in the market that can help you to provide great service and also ease up the work.
Help desk software solutions can not only help to ensure that all issues are dealt with in an efficient and timely manner; it can automate a large part of the process and streamline it.
Help desk software offers to:
- Record and track customer queries and requests and also the actions & tasks related to this.
- Defined assignment & priority levels can help greatly for resolutions.
- Tracking of queries & requests from start to the closure.
- Automated workflows to ensure timely escalations to maintain SLA agreements.
- Scope to summarize and view the history of tickets and queries for detailed analysis.
- Uniform & consistent format of data for better analysis.
These are some of the basic level features of an Help Desk software. A good help desk software improves the overall productivity of the company and also cuts down the operational costs.
Quality customer service can benefit your business in countless ways and by observing the importance of customer service you can take measures to provide your consumers with a positive experience.
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Businesses spend hugely on acquiring new customers. They invest more to market their product and services so that customers can know their presence and contact them. But strangely, when it comes to managing relationships with these customers there remains no strong process to follow.
Given the fact that businesses can spend a lot to obtain a customer, then is it not worth spending little to retain the existing ones?
The success of any business is connected with the customers and the basis of it is the communication. Businesses can enable better communication with the customers to improve the success level of the business.
Enabling successful communication using a CRM solution can boost not only customer service management but also the business sales.
CRM for effective communication
SMS solution using CRM
SMS is the easiest and most convenient way to reach to customers. Many CRM solutions provide the SMS solution that can act as a two way processing. Manual or automatic SMS can be sent to customer intimating them about the payment renewal, or stock availability, etc. Customers can also simply send SMS to show interest in any particular product or request for status enquiry.
Emailing through CRM
CRM solution provides much more capabilities than just a simple mailing system. Businesses can make use of Email Templates which is a huge time saver plus it can also support macros to make your emails look professional without spending much of your time. Automatic Emailers can be configured thus letting your CRM do most of your work.
There are many more such CRM advanced tools that can ease your customer communication process.
Such additional tools in CRM can maximize the effectiveness of customer interactions and improve your business life cycle. CRM is not just about managing customers but it is also about bringing value to the business.
In today’s business evnvironment, customers are demanding for a higher level of customer service. The customer service executives need to be empowered with all the information related to the customer at their finger tips.
A business that is unable to follow up on potential customers is going to run into trouble at some point. The use of CRM (Customer Relationship Management) software might be the key to ensuring that these factors are well handled. CRM creates a single source of customer information which reduces response time by providing quick access to all the information anytime. It improves data access.
Customer service is all about the customers perception. You have to do more than just get the job done. You must deliver on all the things (big and small) that affect the relationship with your clients.
Achieving higher levels of customer satisfaction involves having all information about the customer at your fingertips. Businesses need to know their preferences, their behavior, their purchase history as well as their demographic and psychographic information. CRM solutions can make this information available at every company executive’s desk. Practically, every company representative can find out anything that he wants to know about a customer in ‘real time’. For instance, all outstanding issues with the customer such as unpaid balances, outstanding complaints and orders being shipped are available at the click of the mouse at every executive’s desk.
No wonder, CRM is expected to unlock the doors of customer satisfaction. By connecting the back office and the front office, CRM has the ability to make the organization function like one entity and not like many departments.
Read more about Using CRM to provide Customer Service.