Using CRM to Boost Customer Service
By Tom M Chapman
Customer Service as we know it is undergoing a complete overhaul. With the general public being more empowered than ever before, the need to respond quickly and efficiently to service issues has never been more apparent.
This article will outline how a CRM (Customer Relationship Management) solution can help your organisation in dealing with any issues concerning customer service and support.
A consumer is more likely to tell a friend about an awful experience rather than a satisfying one. If a train is on time no-one will advertise the fact – if it's late just watch the online complaints appear quicker than you can type. Similarly if you stop for a quick coffee somewhere and it's OK you aren't going to be telling anybody, but if any aspect of the service failed to deliver for whatever reason people are going to know about it.
Only a few years ago the dissatisfied customer might have told five people. Now with the social media tools available this message can just as easily be passed on to five hundred. It's a wake-up call to Customer Service.
Good customer service means you are able to respond to situations such as the bad coffee scenario in a way that keeps your brand name intact. This goes far beyond paying lip-service to your Twitter followers and Facebook friends -posting messages about how good your services are can do more harm than good if customers decide this is not backed up with proper support. How you deal with customer service is the crucial factor in losing or retaining a client.
A CRM solution is a great helper to your customer services. It provides you with the tools to support your customer enquiries coming in by mail, chat or telephone. CRM places your Helpdesk agents on the same level as your sales and marketing teams.
As your cloud CRM solution is stored in a location where your organisation shares customer records and information, it means your support staff has a view of the full customer picture. Faced with a support issue, your agent has the all the information needed to deal with the issue without having to interview other members of your organisation to gather details. This leads to a quick response and resolution time, preventing both agent and customer from being frustrated.
You have the added advantage of being able to view a complete history for each customer interaction, meaning you can highlight and deal with problem areas before they become a recurring issue. You can perhaps even offer the customer incentives. This shows the customer that you care about their business and are prepared to take measures to satisfy them – a big step towards putting a smile on that customer's face and turning interaction with your company into a positive experience.
One of the decisive factors in enabling a great customer experience is to ensure that your whole organisation is using the CRM solution. The Support team is reliant on Sales and Marketing using the system to input the information as it happens, in order for the machine to work as a unit.
In conclusion, a well-run support desk using a CRM solution can lead to Customers using social media to report how happy they are with your services and promoting your brand rather than complaining.
OpenCRM is a UK based provider of fully featured hosted CRM software that is easy to use and intuitive with a familiar interface and powerful features. We also offer a flexible bespoke Consultancy, Training and Support service which can be tailored to suit your needs by our clever team of professionals.
For all matters CRM including links to a demo please visit OpenCRM
Article Source: http://EzineArticles.com/6338964
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