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Why Sales Team Should Access Customer Support System?

by / Friday, 08 March 2013 / Published in Business, Customer Support
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Sales and customer support team
It is a common believe that sales people are the guys who sometimes over commit and leave the customer service staff with the headache of dealing with the customers just after the sale have been made. This battle might probably won’t change very soon. But the real fact is that an instrumental role can be played by the sales team for supporting the inquiries and requests of the customer.

The customer service application is offered by the middle market CRM software systems. These applications are referred to as Help Desk, and it includes the ticketing system which assigns a ticket number to every customer inquiry. The customer service and the ticketing system fully integrated with the systems like Commence CRM in the central database. Hence immediate access to what the customer purchased can be given to anyone within the organization by giving the guidelines for deploying the CRM software successfully. This access also gives the information of when the customer purchased and is there any priority issues which can affect the business relationship with the company.

Many organizations do not give the access to this information to their sales staff. It is important to enable this because of the following reasons:-

1.) The sales representatives are responsible for building the original relationship with the customer. They are most likely to be respected even if the client would not have purchased anything from them.

2.) Account managers are there in many organizations. Their responsibilities are to provide value added services to the customers by engaging them. The account managers can play a proactive role by making interactions with the customers and thereby alerting them for the upcoming issues and how to address them. This is served in providing the high quality services to the customers.

The CRM software is used to provide the right information in the hands of the right people at the appropriate time. By performing this, assurance can be given that the entire organization can have the access to the information they need to provide the world class customer service.

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