The generalized outbreak of the Covid-19 pandemic has dramatically changed the way businesses around the world operate and interact with their customers Advanced toolset is helping businesses transition to a business model remotely and manage operations in the same way as before One of these main tools includes a SaaS customer relationship management (CRM) platform
A CRM platform is used by businesses of all sizes to manage their customer relationships This largely includes sales and customer service processes The goal of using a CRM is quite simple: to improve relationships sales and deliver a smooth customer experience Companies that have implemented a CRM have seen increased customer satisfaction rates, better engagement and improved profitability
A CRM solution can help you have a clear overview of your prospects and customers You can see all the necessary data in one place – a simple and customizable dashboard that contains, for example, history a customer’s previous interactions with your business, their order status, outstanding customer service tickets, past payment information, etc.
The recent Covid-19 pandemic drove businesses around the world to switch to a remote working model almost overnight How do you think this was made possible? The Answer is CRM Cloud-based support automation platforms such as Kapture CRM have helped businesses optimize their databases, strengthen customer relationships, and automate customer communications involved in sales and support. p>
1 Remote lead management – You can easily gather, organize, and assign new leads to affected teams or agents based on pre-defined rules or instructions A CRM can help you collect and streamline requests from multiple channels (emails, calls, web forms, marketing campaigns) on a unified cloud-based dashboard You can also track the prospect’s status in the pipeline from any part of the world using a prospect tracking application Plus, you can easily separate and prioritize leads to help you close deals faster
2 Efficient ticket management – Efficient ticket management is the key to a high customer support process A SaaS CRM solution can streamline and automate the entire ticketing process Incoming tickets from various platforms can be unified, separated and routed to the right customer support representative, who can work from anywhere, in seconds This routing can be done based on varying criteria such as skills, location, availability, etc. Tickets can also be prioritized and forwarded to higher management when not being picked up after a certain period of time When resolving a problem, a ticket can be closed and discarded A closed ticket can also be reopened at any time later
3 Remote task assignment and management – A mobile CRM app allows a supervisor or team manager to assign daily tasks and track performance on the app itself, eliminating the need regular meetings or calls Agents can effectively manage customer issues with a CRM help desk instantly accessible in the palm of their hands Using mobile CRM, support tickets can be assigned and resolved in the app hassle-free
4 Omnichannel online support – With the advent of technology, customers have multiple communication channels to reach brands or customer support teams Therefore, working remotely or not, it is important that businesses be present everywhere and respond proactively to customer requests and queries Using Kapture CRM, an agent working from the security of his home can respond to interactions from all platforms (chat, email, WhatsApp, Facebook, Instagram, etc.) without the need to switch between applications Unified dashboard allows agents to provide contextual responses
5 Smart Chatbot – A smart chatbot that deploys machine learning can respond to customer queries and requests with instant contextual responses Businesses around the world are increasingly implementing chatbots in their support workflow for reduce agent dependency and facilitate seamless interactions Whether it’s helping a customer choose the right product when making an appointment, from processing refunds to executing payments, a chatbot can be formed to understand your business flow and operate accordingly
6 Self-Service Portals – A self-service portal, powered by CRM, can help customers find answers to common questions and complete simple tasks on their own without involving a agent For example, a customer of a grocery store can find out what payment methods are available and even change the delivery date or time of their order using a self-service portal These portals can include FAQs, DIY videos, brochures, etc.
CRM solutions are revolutionizing the way customer-centric businesses communicate and serve their customers even in the midst of a global pandemic Next-generation technology that powers a CRM has paved the way for improved distance sales and customer service
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Express Computer is one of the most respected computer media brands in India and has been published for 24 consecutive years We cover enterprise technology in all its flavors including processors, storage, networking , wireless, business applications, cloud computing, analytics, green initiatives and anything else that can help businesses get the most out of their ICT investments In addition, we also report on the rapidly emerging field of e-governance in India
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The pandemic has been tough on businesses Businesses must do a SWOT analysis to find opportunities to exploit and gain an edge over their competition With the current developments in AI chatbots, businesses may switch to it in order to provide an experience transparent across all channels and also collect the important data to know their customers’ touch points
Ai chatbots play a crucial role not only in FAQs, but also in engaging and driving sales in the business As 95% of customers place more importance on high quality support than speed, delivering both is critical in the age of competition Integrating live chat into your CX strategy will be a game-changer
Express Computer is one of the most respected computer media brands in India and has been published for 24 consecutive years We cover enterprise technology in all its flavors including processors, storage, networking , wireless, business applications, cloud computing, analytics, green initiatives and anything else that can help businesses get the most out of their ICT investments In addition, we also report on the rapidly emerging field of e-governance in India
Customer Relationship Management, Salesforce, HubSpot, SAP, Oracle Corporation
World News – UK – 6 Reasons to Use a Robust CRM Solution During a Pandemic – Express Computer
