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For instance, some companies have a dedicated system that generates auto responses for the emails received from prospects, leads or customers. These responses are usually based on specific keywords found in the mails. The mere mention of keywords in the email content triggers automated response with the most likely answer to the question asked by the customer. It is a way of addressing the client’s mail with a quick method, which will either help resolve the problem and if not, then the customer can choose to escalate the request by clicking the provided link or help button in the email.
Unfortunately, automation is still a hot debate in the business landscape with many businesses refraining from the same thus, staying aloof from the many benefits it has for them. Here are three prominent reasons a business should invest in business process automation this year, if not already:
Though some issues can be directly solved through automated responses and if not, it will be escalated to customer support team, which can then serve the customer. In such cases, a ticket must be created in order to track the status of the issue or concern. Implementing business process automation in CRM software will allow you to create tickets against the customer along with a mail copy linked to it, which will help the customer service executives to automatically record all its related activity. Recording customer activity will prevent customers falling in cracks, whereas the CRM system will help your business have a good workflow thus, allowing you to serve your customers in much personalized and better manner. The result is better customer record, which means that you can help them more efficiently and promptly in the future.
Customers may reach out to a business in various other ways besides emails and phone calls when looking for a solution, answers or a product. Nowadays, the most powerful media of communication is social media. Thus, a business undoubtedly gets countless instances to interact with its prospects and customers through social media. This is where social CRM comes into picture. Integrating CRM with social media channels like Facebook, LinkedIn, Twitter, etc. can prove to be a boon to your marketing and sales teams. If the major touch points are fulfilled successfully, the information gathered through those interactions can be valuable in moving customers through the buying cycle or converting prospects into customers. This can be proved profitable to most of the small and medium size businesses that do not have enough time or resources to invest in marketing and branding.
A simple way of automating some of the business process through website is by helping the clients to navigate to your company website, complete a purchase or make an enquiry directly through the website. Integrating or automating the data flow from your website to the CRM system will help your salespeople to address the enquiries and take necessary actions.
Read also: Why to integrate your E-commerce site with ERP system?
As automation is still in its infancy stage, it would be a huge mistake if businesses fail to realize its essence and significance. Last but not the least, since we are dealing with a smarter generation of customers that is tech-savvy and intelligent, businesses ought to wake up to the idea of automation when it comes to customer support and service. Yes, today’s customer demands information at fingertips and at a prompt pace.
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