owners love two words the most. “Customer” and “Loyalty”. If
you have loyal customers, they will definitely prefer to do business
with you and spread the word about your business helping you to grow.
But in order to create customer loyalty, you need to do something
study by ClickFox
revealed that the best way to build customer loyalty is by providing
exceptional customer service. But it is difficult to respond to
maintain superior quality services when you have to send emails
through Outlook, keep a record of sent emails in excel sheets and
keep updates of customer feedbacks. And this is where CRM comes into
the picture. A Customer Relationship Management Software enables you
and your customers to organize, manage and respond to customer
requests at the right time.
are one-click reports that offer you with insights about unanswered
emails, response times and enables you to send instant replies to
how does a Customer Relationship Software work? What are the
advantages of using it? Let us take a look.
Respond proactively to customer requests
all customers expect you to come up with the solutions to their
problems immediately. But they do expect acknowledgement of you
having received their queries. A certain Customer
Service Benchmark report had revealed that only 10% companies
make use of automated responses. A SugarCRM software can help you to
send automated responses for every customer request and let them know
that you have received their ticket and that you will be providing
them with the solution at the earliest.
best part is that an automated response as such can be customized
according to your needs. You can add include customer ticket number,
customer support availability and a link to Frequently Asked
Questions. Sometimes these help links also lead your customers to
resolving issues independently resulting into lesser number of
tickets to be resolved.
Send customer requests to the right person at the right time
when the customer request is received, it passes through several
staff members. Everyone guides the customers and provides them
information about the person responsible for resolving a particular
issue. Sometimes, it also gets too late for the problem to be
resolved. These issues can create a bad impression of your company.
SuiteCRM software is created in such a way that you can route the
request to a particular person at the right time. These requests are
further directed to team members and they get to see the entire
customer profile along with the problems defined by them; leading
them to resolve the issues immediately.
to different departments can be directed to their respective
addresses. For eg. There can be an email address created specifically
for the accounting team – firstname.lastname@example.org and it can be
configured in such a way that the emails with the word “bills”
“billing” and “payment” gets sent to your accounting team.
Keep track of your customer service efforts
days of using outdated excel spreadsheets are a passé. If the CEO of
your company asks you to provide reports about how the customer
service team is working, you possibly can’t show the spreadsheets.
A CRM software helps you to keep all the customer requests and
responses provided in one place. As these queries and responses are
well-arranged and managed, you can easily create customer reports
providing the details about the performance of your sales team.
you need to do is just click on report creation and you will be able
to see customer service reports displaying trends of performance
along with the areas of improvement.
Offer 24/7 Customer Support
possibly can’t be proactively available for your customers 24/7.
And you also might not have financial capacity to invest in a
customer support team that works round the clock. Through a CRM, you
can provide your customers with a self-service
customer portal. It enables your customers to resolve minor
issues on their own.
you need to create a customer center so that your customers can log
in, look at the request history, write down their queries and search
for FAQ’s anytime they want. This facility makes your customers
feel that they are being heard and can receive support whenever they
Keep customer information centralized
do not have the patience to wait until you try to fetch out all the
information about them from your humongous records. A 2013 Survey
conducted by Accenture had proved that being “Kept on hold” was
one of the biggest frustrations faced by the customers. It ranked
above “dealing with rude customer executives.”
of the biggest reasons why a customer is kept on hold is – the
customer support executive is trying to find out customer details
including account information, profile communication history and
complains. In case this information is available, what follows is a
parade of questions.
superior quality CRM keeps a check on all your interactions provides
with a detailed profile of customers and gives a complete access to
the sales and support team. Even if the responsible sales team member
is unavailable, You can also get sales, marketing and service
information in the absence of a particular sales manager so that you
can provide customer service in their absence.
Prioritize customer requests
you want to handle customer request in the right way, prioritizing
them is very important. Be it a small business or a huge one, you
must know how to bifurcate between new customers and old ones by
prioritizing their requirements. You need to know who is a regular
customer, who is a huge spender and who is an acquaintance.
you can prioritize customer requests and create notification alerts.
This way, if you do not create notification alerts, it will jump the
queue and prioritize tasks for the important customers.
Stitch in time
tasks swiftly and smoothly is very important if you want to provide
good quality customer service. With the help of a CRM, you can use
readymade email support templates and upload them. This saves a lot
of time making you respond to your customers at the right time.
is no need for you to type the terms and conditions and upload
documents each time while responding to general inquiries. You can
make the most out of the templates within the CRM and take care of
the fact that your responses are apt, informative and written using
the right tone.
is a centralized hub of all your customer data and provides you with
automated processes enabling you to deal with your customers in a
better way. No need to spend hours after fetching customer data or
sending emails! With the help of CRM, you can focus more on
generating leads and retaining them. Awesome customer service and
lesser efforts. If you like this combination, it’s time to invest
into a CRM system right away!