The information sitting in your customer relationship management (CRM) system is worth its weight in gold. Unfortunately, too many organizations use this in rank only during the pre-sale phase of the customer life cycle. The body of data in your CRM system is one of the most valuable tools you have and could have a significant impact on customer service levels, customer retention, and future sales.
When it comes to solving customer service issues, time is of the essence. For tough issues, you’ll want to put the best technicians on the case. The live dashboards and monitoring tools in CRM applications enable live sharing of chats, phone calls, email chains, and service documents across the whole team so that any new specialists jumping on the problem can get up to speed quickly. Documenting these issues and their resolution within the CRM system means that incidents can be saved and cross-referenced for any future problems.
Knowledge is power. A survey by Harris Interactive found that, According to consumers, patron service agents failed to answer their questions 50% of the time.CRM software enables you to collect details about your customers’ product usage, maintain call history logs, track common customer questions, and monitor overall customer satisfaction levels. Once entered, CRM provides an at-a-glance view that gives customer service reps immediate access to a customers purchase history, pain points, and engagement, even before they begin an exchange with the customer. Starting off a customer service call with this kind of up-front knowledge fosters a level of comfort and assurance in the customer.
When it comes to small issues, customers want a quick fix preferably, something they can do themselves. Use CRM to guide customers and agents to the information they need. In the same way, you used CRM during the pre-sale phase to steer customers to timely, relevant content to match the customer’s level of interest. During the post-sale period, CRM systems can provide product information portals for customer self-service. You can use your CRM software to give customers and customer service reps instant access to FAQs and troubleshooting content. Smart routing will lead customers to specific material that may provide the answers they need to solve their problem.
As When customers share their story, they’re not just sharing pain points, they’re actually teaching you how to make your product, service, and business better. Your customer service organization should be designed to exchange a few words those issues. Using CRM software to extend customer engagement through social media provides a valuable opportunity to gather vital product service insights.
Meeting customers where they are through social networking, email, or phone is one more way to show customers you care about meeting them where they are already charming. You can also use these channels to make communities, offering your most loyal customers and “brand advocates specially targeted promotions and specialized services.
Use the data you’re collecting in your CRM database to learn more about what your customers want from new services and features. You can ask clients to list what they would like to see from you in the future, or you can look at the analytics you’ve gathered from service teams to analyze these data. Incorporating customer service insights is a guaranteed way to ensure that your next product innovation will be well received.