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In the hyper-connected world that we live in, customers have myriad portals to keep their voice. This is why a small mistake can cost millions to the company. This not only calls for making the customer service experience better but also increase the service agent’s productivity. A CRM solution helps agents find the correct information and the right tools at a lightning speed, and impart an unforgettable customer service experience.
1. Your inbox is full
Emails are an excellent medium for one-to-one and one-to-many communications. But when it comes to many-to-one or many-to-many communication, they fall flat on their face. This is because of two reasons. Firstly, a single service agent can’t handle dozens of emails all by himself. Secondly, if several service agents are involved then it’s tough to ascertain who’s responsible for:
This may also lead to agent collision – a state of confusion where multiple agents are working on the same case.
Also Read: When Lockdown Crisis Pops In, Send Invoices through Emails
2. Your ticket management system has exceeded its maximum capacity
During the start-up phase, a company usually has a single customer service agent to take note of and reply to the tickets being raised by the clients. But when the company grows big, it becomes difficult to manage. This is where a CRM solution helps. It tracks and routes cases, and streamline notifications thereby improving the customer service experience.
3. Your clients are trying to reach you on multiple channels
Though emails and voice calls are two of the most important mediums through which customers seek answers to their problems, they are not alone. Today, customers raise doubts through social media – Facebook, Twitter – as well. And if companies don’t give due attention to these new mediums of communication, they may lose a considerable share of their customer base. According to Gartner, companies that fail to effectively respond to social media queries face a 15% increase in churn rate.
4. You don’t have a self-service portal
Customer service portals are imperative in today’s world. It helps customers to get solutions to their queries on their own and when they require it without taking the pain to call customer service. A self-service portal is imperative for every business, especially small businesses, that don’t possess enough resources to set up a huge customer care department.
While formulating policies, companies need to take into consideration that customer service experience is as important as their products and services. Small negligence on their part can cause them to lose clients. At Sage Software, we are home to a world-class CRM solution that enables you to provide first-rate customer service experience and increase customer stickiness.
Disclaimer: All the information, views and opinions expressed in this blog are those of the authors and their respective web sources and in no way reflect the principles, views or objectives of Sage Software Solutions (P) Ltd.