Outstanding service for winning customer experience using CRM.

Efficient customer service can lead to real customer centricity.  Customers do not like to reiterate their situation over and over, and it simply isn’t necessary.  Calls, meetings, and any contact with customers is logged in the customer record.

Using CRM organisations manage and resolve customer service and support requests efficiently, sharing the information with the business continuously.

It is important that organisations are automating tasks to quicken results for customers and take some of the burden off customer advisers.  For example, let callers create their own tickets or leave voice mails at any time of the day and then leave it to your CRM system to route them to the right queues.  Customers can be automatically informed about the status of their service tickets.

Reporting from CRM is also use for the service teams – what are the top support issues, what steps are we taking to reduce the most frequent issues, resolution times, average hold times – this is all tracked and easily available from CRM.

Calls can be routed through CRM; so if the customer calls from a number stored in CRM the system will bring up the contact record so that it is instantly on the screen for your customer advisors ease.
Benefits for Customer Service include

• A customer centric approach
• Decrease costs of the team
• Reduction of training costs for customer agents
• Increase customer satisfaction by delivering an excellent customer experience, showing empathy and understanding of the customer as all the records and history are visible
• Maximise first time resolution.