How To Improve Customer Services With CRM Software?
It is always assumed by the consumers that the companies having the largest customer base give the best services and products . But I keep myself at an arm’s length from all these brands. Unless they are dedicated to focusing on the CEO because Customer experience optimization is the important key to gaining momentum in your relationships. I had a frustrating experience with the customer experience. For example I was subscribed earlier to one of the biggest mobile service providers . One day I received a call that I have to submit my documents , if I had to continue with the number to which I am subscribed for. I was frightened by the thought of loosing the number which that was registered at the hundredth place. But after some days of submitting the required documents I found that they had lost. I opted to a new service provider and shared my experience with social media.
Here are the 5 ways to improve the customer services and improving the sales by utilizing with the effective CRM solutions :-
1) Single interface for comprehensive customer information :-
The customer record and its 360 degree view can provide an effective resolution for almost any issue , case or request. This information is populated from different systems and multiple objects .
Multi-system integration :- In order to ensure that all the users are on the same page and to collectively work for providing solutions populate the information via multi system integration.
Activity Management :- It gives the assurance of displaying all the open and closed activities which relate to the customer records like tasks , ToDo lists and appointment for quick tracking during interactions. Also escalations and alerts must be incorporated in those activities which are not attended at their deadlines.
Parameterized reports :- It is responsible to give the view of the graphical representations of the data which pertains to a single record to all the users.These single records quickly comprehend the next offer which is best .
2) Convenient access to feedback forms :-
Assembling the customer’s feedback makes you assure that you can easily understand the needs and make improvements in the cross-selling capabilities and services .
SCRM :- It is responsible for creating the company’s accounts across the network. Customers can easily share their complaints and thoughts across the geographies.
Website :- It ensures that customers can register with their service requests via your official website along with the web capture forms that are that get captured automatically in the CRM software .
Branches :- By implementing an effective CRM solution it ensures shorter queues and lower call volumes.
3) Social CRM keeps track of customer’s conversation :-
For improving services and business strategies social networks are critical channels for understanding potential and existing customers . Dynamic assignment rules must be created with the CRM solution .
Keywords :- For pinpointing and list conversations which pertains to your brand’s keywords must be configured.
Profiles :- To get the clear understanding of the customer preference, customer’s profiles from the social networks must be thoroughly studied.
Competitors :- For improving business strategies and monitoring user generated content use the keywords which relate to your competitors.
4.) Follow instructions of stringent SLAs :-
CRM solutions must be future proof and flexible for ensuring the changes in compliance regulations which can be included into existing strategies and business processes.
Category-wise SLAs :- It gives the assurance that each case is assigned an SLA on the basis of its similar criteria or its category by utilizing the CRM software’s customizable rules.
User – Helps :- To ensure the clarity when doing communication with the customer user help displays the help tutorials for the users.
Escalations :- External and internal SLAs are created by it with the escalation rules on the basis of their criticality.
5) Accumulate approvals to the workflow :-
For manually assigning records to approvers for their feedback and reviews set up a workflow for approvals. It will create a transparent audit trail and will clear the accountability for improving the quality of resolutions.
Prevent embarrassing mistakes :- A carefully designed approval process must be incorporated for all those cases which belong to a specific category where a chain of negative feedback can be set off .
Publish approved solutions :- A centralized repository of solutions must be created for the customer queries which are raised frequently with an aim to short call time and provide consistent responses.
Additional details :- Budget , preferences and interests can be included in additional details.