Customer service and support is, without any doubt, the essential component of any company that wants a healthy and high standard client relationship. These agents’ actions make the difference in defining the overall customer experience. By taking customer service seriously you can transform and develop your relationship with current customers, as well as nourish the one with new ones. An efficient CRM software is going to sustain those efforts and take your customer service and support department to the next level.
Customer support is the future of successful companies
No matter if you’re a small business, a start-up or a big corporation, customer support is a key factor for your success. Gathering customer information about several interactions and managing problematic situations is what
So the future for customer service is an environment where:
- more customer data is available than ever before, thanks to the Internet of Things and increasingly sophisticated data collection and storage;
- this customer information is shared across your business in common data structures that can be plugged into multiple systems and channels;
- customers expect ever higher standards from you in terms of both the speed and quality of your customer service;
- you can anticipate your customers’ needs rather than having to react to them.
And how does the CRM software take you straight to the future of customer satisfaction?... Let’s get into some details.
Customer relationship management (CRM) software does more than keep contacts organized and help close sales – it also helps your business provide excellent support and retain customer loyalty.
Most CRM software offers a range of customer service tools built into each account or contact. They also allow integration with third-party customer support solutions to expand customer service capabilities. The key is knowing how and when to use these features to your advantage.
Here are some of the ways to use a CRM software in order to improve customer service and offer fast, personal support that keeps customers coming back.
1. Centrally manage and view all communications regarding an inquiry
An efficient CRM will represent the ideal place to store every request that comes from your clients, no matter what the channel might be. Some will even incorporate data from social media. Keeping this info in one place minimizes confusion and sets you up to succeed with the real task: providing outstanding customer service.
This real-time access can accelerate the handling of customer issues and reduce the total amount of time spent with each customer. For example, a CRM can show a complete history of customer interactions, which may include notes from previous calls in which a customer sought a resolution for an ongoing issue.
For customer service representatives that also have a role in sales, CRM systems have an even larger role.
The seamless data transfer keeps representatives informed while also improving a prospect’s perception of a company’s overall management. Both benefits have the potential to increase sales and boost revenue.
2. Don’t misplace or lose an issue
Truth be told, when you have dozens of solicitations, it’s easy to forget about some cases that needed to be solved, especially the ones that involve some third party help.
Take us, for example. The sales team creates support tickets for the technical, support and installation departments, and if the car services that they’ve contacted aren’t available, chances are that the initial request could get lost because of the new ones making their way.
A CRM can help ensure that no customer issue gets left behind, due to the fact that the designated support rep gets a daily email with his open support tickets. Dynamic alerts and reports help confirm that support deadlines and milestones are being met and enable managers to proactively manage bottlenecks, resource imbalances or other constraints.
3. Assign customer requests to the right person
From the centralized list of open issues in your CRM, you can assign specific employees to resolve each issue where their expertise is most relevant.
This speeds up the help process because it puts the right person on the job from the start. You can also re-assign issues easily through the system, which can prevent help “collisions” when two people are trying to solve the same problem at the same time.
4. Automate data entry for consistent, accurate information & automate communicating progress to customers
Zimplu CRM has a built-in feature that allows you tol automatically notify a customer when their request has been submitted and as it progresses on its way to resolution. This reassures the customer that you’re handling their inquiry promptly and are committed to resolving it.
The automation of data entry has benefits beyond the immediate improvements to representative - customer interactions. A standardized set of data points is key for customer service managers to gain actionable insights from the CRM analytics.
5. Use analytics to verify processes and increase accountability
A data packed CRM software provides the raw material for business analytics. For managers working with dozens or even hundreds of representatives, the data from a CRM provides a thorough analytical view into which practices should be standardized.
It can also help boost adoption by offering a data-backed rationale for managers to either take some measures concerning their employee’s behaviour or to experiment with new management methodologies that can be eventually measured and analyzed for their efficiency.
Thus, these analytics insights can support accountability within a customer service center and throughout an organization. Just as data can be used to improve the performance of individual representatives, managers can also use data to show progress to executives or request changes to staffing or procedures.
At the very least, the added accountability can help show the value of an online customer support center. Basic data points like ‘calls handled’ or ‘sales completed’ are clear markers of utility. In an ideal scenario, analytics data and increased accountability will also reduce costs.
6. Reduce costs to make customer service more efficient
A reduction in costs is one of the great benefits of a CRM. The improved data organization and consistency builds efficiency into customer service interactions, and analytics can verify and further these initial gains.
The reduced costs don’t necessarily mean a smaller or less significant department, either. A more efficient customer service center may be able to redistribute resources to improve technology, training, or compensation - all of which may also increase employee satisfaction and retention.
Of course, reduced costs are only one-half of the equation. A CRM also has the potential to increase revenue, either through more sales or enhanced client retention. A high-quality customer service experience, under the assistance of a CRM software, can help deliver more consistent, informed messaging to potential clients.
7. Rewarding your loyal customers
Now this is a no brainer. But we still feel the need to repeat, give that surprisingly enough, many businesses are not actively showing the deserved respect to their most prized customers.
So this idea struck me while talking to my manager about the store he chooses to buy from, based on some specific criteria. We all need to ask ourselves“what compels us to come back to a certain store?” Is it only the quality and variety of the offerings or the familiar atmosphere? The fact that they invest in sharing some valuable information with their customers? Or maybe it’s the way we get treated for being a regular customer?
Experts suggest that the companies who invest in nurturing their customer relationships enjoy a greater degree of loyalty. Customers value that business more and perpetually continue their association with it.
So naturally, it’s imperative for companies of all types and sizes to invest in nurturing their customer relationships. But how? Only delivering better customer experiences and service is only half the game.
The other half is all about rewarding your customers; to show appreciation to them that they have chosen to deal with you.
A CRM software is going to facilitate just that, with its capacity to offer statistics and reports on both your employee’s activity and their customer’s.
So take up your web based CRM solution and do effective customer engagement. From an informative eBook to an exclusive discount offer – make it up for grabs for your customers.
We suggest: plan a monthly customer reward strategy, considering your customers preferences. Execute this and see the difference in no time.