When great customer service is received you might tell one or two people you meet. When bad customer service is received, it’s more than likely that you will tell more people – you might call out a company on Twitter, goading them into responding (or sending you a freebie) whilst simultaneously ensuring that everyone in your online network knows exactly why you are upset and why they shouldn’t buy from or do business with such and such ever again.
It’s never been more important to think like a customer; neither has it ever been more important to manage the relationships that you have with your customer base effectively by connecting with them more, and listening to and acting on feedback; and because of this it had never been more important to take advantage of what CRM software has to offer to your customer service offerings and relationship to your customer base.
What CRM software solutions can bring to your customer service offerings?
More time for your customers:
CRM software gives increases productivity across the entire company, as there is capacity to build in escalation procedures and workflows to ensure that tasks never fall through the cracks. Having an effective system is about ensuring that every interaction that you have with your customers is more interactive, more informative, more effective and ultimately, more effective for your business too. It’s always important to put your customers at the centre of your business, and for all the decisions that you make to be led by learning from your engagement with them.
Follow up and follow through
It is worth investing in software that enables you track cases and solutions that enable your team to effectively resolve customer issues effectively. It’s one thing to monitor how well things are working with your customers, but quite another to work out how to correct problem areas or build on and improve aspects of your customer services and relations.
Always being there for your customers:
Imagine its 10pm, one of your customers has just gotten back late from work and has an urgent query, but all the stores and offices are closed – what can they do?
If your CRM software offers self-service web portals or automated email management options, then your customers will never feel as though they do not have your attention and you’ll be able to offer them round the clock service.
Leave a Reply