How CRM Helps Improve Customer Relationships While Working Remotely?

In the wake of the coronavirus, companies have asked their employees to work from home. Since remote working has become the norm, it has been extremely difficult, or impossible in some cases, to have a face-to-face discussion with colleagues and customers. As the proverb “Old habits die hard” correctly puts it, it takes much courage to move past the need of collaborating physically and adopt new digital practices. This article talks about how CRM software can help improve customer relationships while working remotely.

 

Help your team

 

First and foremost, it is imperative to ready your team to handle customers digitally while remote working. Usually, employees visit their customers’ premises, understand and list their problems, work upon them, come up with solutions, and assist them in implementing it as well. But work from home imposes certain restrictions. It changes the dynamics of sales and customer service by limiting your ability to move out. This is where CRM software will help. As a team leader, you need to train your subordinates well on how to deal with customers. This requires:

 

  • The know-how to set up an online system effectively
  • Rigorous sessions on teaching the functions and uses of each component
  • Extensive training in online mannerisms
  • The technical knowledge to use AI, chatbots, and data analytics effectively to support the customer
  • Training on how to provide real-time solutions to customers

 


Also Read: 3 Must-Have Remote Working Business Tools


 

Listen to your customers

 

This is the actual part where your remote working skills will be put to test. Always remember that customers behave differently when there is no one to guide them physically. This will be an entirely new experience so do not get depressed, rather improve yourself over multiple customer interactions. CRM software comes handy while doing work from home. The following points illustrate this:

 

  • Keep this in mind that customers always remember how you make them feel no matter you can provide the right solution in the first place
  • Practice “deep listening” to correctly understand your customers’ challenges and to show that you care for them
  • Never let them go empty-handed. Provide them instant solutions in the form of self-help articles, case studies, digital prototypes, etc.
  • Keep your agendas tight and never lose focus on the core challenge of your customer
  • Take their feedback to know how they feel and learn from it

 

Extraordinary times call for extraordinary measures. There is no doubt that work from home has erected new challenges but has also opened new dimensions and possibilities. And companies that will take this in a positive light will emerge victorious at the end of the ongoing COVID-19 crisis. At Sage, we are home to world-class CRM software that will make remote working a piece of cake and help you transform into a customer-centric organization. To know more about it, SMS SAGE to 56767. You can also write to us at sales@sagesoftware.co.in.

 

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.

 

3 Effective Ways to Respond to Customer Complaints when WFH

Today, we have an array of communication channels that serve different purposes – interacting with colleagues, engaging with clients, and frolicking with friends. Although this has made work from home a reality, it has also given ample opportunities to angry customers to unleash their frustration. This article talks about 3 ways how to carefully plan and execute customer complaint management strategy.

1. Team training and coordination

Customer complaint management requires coordination and division of labor between different departments such as:

  • Who will monitor the data?
  • Who will direct the queries and to whom?
  • Who will answer the queries?
  • Does everyone understand the terms, conditions, and rules of customer engagement?
  • How many agents will answer a particular question?

Apart from coordination, team training is also an important factor. If your team is doing work from home, you need to ensure whether they possess the appropriate skills to deal with clients. If not, then you need to train them on how to answer customer queries and avoid ignoring the tough ones.

2. Engage and respond

While working from home, agents generally falter on two things:

  • Either they try solving customer problems instantly
  • Or they take too long to respond to customer queries

The ideal way to execute customer complaint management strategy is to acknowledge the problem and begin the process of addressing it.


Also Read: Top 5 Ways to Handle Customer Complaints using CRM


3. Measure critical parameters and respond effectively

It’s imperative to prepare a list of critical parameters that would prove useful while managing customer queries. If you are doing work from home, you should keep in touch with colleagues and managers who can help you with it. The best part is that through virtual conferences, it is easier than before to do so.

Following are the parameters that you should keep in mind while executing customer complaint management strategy:

  • Amount of customer complaints that you receive in a given period.
  • The average number of replies that you send to resolve the issue.
  • The number of issues that were actually resolved.
  • How long are your customers waiting to receive the first response from you?
  • Are your customers satisfied with your customer complaint management strategy?

Companies around the globe are encouraging work from home. This is because there are many studies that provide ample evidence that it improves employee productivity and engagement. And these are the 2 most important attributes required for executing a customer complaint management strategy well. If done skillfully, it helps develop strong bonds with your prospects and turn them into lifelong customers. At Sage, we are home to industry-leading customer management software. Our CRM platform has built-in functions that enable you to solve customer queries with ease. To know more about it, SMS SAGE to 56767. You can also write to us at sales@sagesoftware.co.in.

 

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.

 

 

How B2B Companies can focus on Improving Customer Experience Remotely?

With remote working becoming an integral part of our lives amidst the COVID-19 outbreak, businesses cannot think of operating without online CRM. This is because it enables them to boost the buying and selling experience of their customers. It also allows them to go a step further by guiding clients instead of reducing it to an order taking exercise. This article talks in length about how online CRM can help B2B companies improve customer experience in remote working scenarios.

1. Improved business intelligence

Businesses make massive purchases – both in terms of volume and value. Online CRM records important data such as a business’s past purchase history, trends in buying, customized pricing structure, etc. This helps remote working salespeople to gather critical data and get a 360-degree view of the client before arranging a formal meeting. It enables them to prepare a sales strategy and find upsell and cross-sell opportunities.


Also Read: Business Intelligence Solutions for Optimum Business Growth


2. More time to cement relationships

Online CRM takes care of two things:

  • It enables businesses to make simple transactions on their own without the need for sales agents.
  • It creates a self-service environment where businesses can manage a lot of administrative work without the supervision of a sales agent.

The points mentioned above free up remote working sales agents to focus on finding new prospects and strengthen relationships with the existing customers.

3. Data-driven decision making

Online CRM comes with a built-in metric to accurately determine the best-qualified leads based on past interactions and purchase behavior. This feature is commonly referred to as predictive lead scoring. It classifies businesses in different categories by grading them on a scale of 1-10. This exercise makes it easy for salespeople to target those businesses that lie towards the top of the scale.

 

During the current times when remote working has become a norm, businesses must make use of online CRM to build strong relationships, gather business intelligence, and make decisions based on reliable data. At Sage, we are home to industry-leading CRM software that has built-in functions to make your business agile. To know more about it, SMS SAGE to 56767. You can also write to us at sales@sagesoftware.co.in.

 

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.

 

 

Top 3 Secrets of Delivering Exceptional Customer Experience Remotely

In the fast-changing business world, one thing that demarcates an industry leader from a laggard is customer experience. A business yearns to provide the best interaction possible to its clients to keep them in its books. Lately, with the developments in CRM technology, it has become far easier to engage effectively with clients. This article discusses the top 3 secrets of delivering exceptional customer experience while working remotely.

1. Engaging with customers online

Today, customers are well informed. Before making a purchase they want to be a hundred percent sure about the product – features, usability, and after service agreements. For gathering information they visit websites, read testimonials, compare competitor prices, and discuss product performance from those who are already using it.

The question is can you ease this process while remote working? An online CRM software comes in handy.

  • Email campaigns: An online CRM software helps you design perfect email campaigns. It automatically sends periodic notifications about new releases, use cases, and testimonials to your customers. It also provides an array of personalized templates that solve the core issues faced by your customers.
  • Live chat sessions: Online CRM software provides you the facility of chatbots. Chatbots provide quick solutions to readymade questions thereby freeing up time for agents to focus on more important problems. Also, they allow agents to have a live doubt solving session with clients in case they require human assistance.

2. Enquire clients about their customer experience

It’s highly recommended to know what your customers feel about your products and service. A great way to do this is by sending surveys. A mobile CRM software lets you make customizable and engaging surveys that warns you of any concerns that customers might have. You can also ask your customers to leave reviews. This has a two-pronged benefit. Firstly, it allows you to take note of your shortcomings and improve upon them. Secondly, it makes it easy for new customers to judge the quality of the products.


Also Read: CRM: The Cornerstone for Top-notch Customer Experience


3. Keep a watch over customer experience metrics

Online CRM platforms come pre-installed with customer experience metrics that enable you to judge the quality of the UX of your website. It provides you enough data to ascertain how well the website does in holding customer’s attention. It also has built-in analytics to measure trends in your data so that you can know the exact pain points and work on improving user experience.

Companies across the globe are encouraging remote working and this can only be realized with the use of mobile CRMs. At Sage, we are home to an industry-leading CRM software that comes with adaptable chatbots, has built-in customer experience metrics, and lets you engage with customers with ease. To know more about it, SMS SAGE to 56767. You can also write to us at sales@sagesoftware.co.in.

 

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.

 

 

Genie for Service Industry to Solve Remote Working Challenges

The services industry is one of the greatest contributors to GDP in India. According to the statistics, it contributes 54.17% of India’s Gross Value Added at the current price and employs 31.45% of the working population. This exponential increase has been possible because of industry readiness in accepting and implementing the newest technology such as CRM.

But, the current Covid-19 crisis have forced majority of the companies remotely. The biggest challenge of remote working is that is your workforce ready to deploy the same service and productivity without being present in the office?

Customer Relationship Management (CRM) software has turned out to be a genie for the services industry by helping businesses to integrate work processes and serve customers in the best possible manner while remote working. Regular add-ons and updates in CRM have improved the ability of businesses to provide meaningful services to their customers and up their game.

Here are 4 ways how CRM can help businesses ace remote working performance:

1. Engage like a Pro with your customers

In the information age that we live in, a business executive has to deal with hundreds of customers in a day. It is mind-boggling to remember the last conversation with every client, their personal details, and their preferred products. CRM helps you do all that. In fact, it goes a step forward. It lets you build and maintain a one-to-one relationship with your clients by listening to their queries, understanding their challenges and providing them personalized solutions. It informs you about their recent purchases so that you can provide the most relevant services, guidance, promotions, and content. Also, a CRM platform provides readymade text templates to converse in a smooth manner, sets up task reminders, and automatizes phone calls to integrate seamlessly with your clients.

 

2. Severely reduce the cost of sales

Every company seeks new customers for their growth but the reality is that customer acquisition cost is rising. Bain research suggests a 5% increase in customer retention produces more than a 25% increase in profit. This is where a CRM platform can come to your rescue. It can help you increase sales to your existing customers. And how does it do that?

  • By allowing you to identify leads that are highly likely to convert based on customer interactions.
  • By providing you the opportunity to cross-sell and up-sell your products and services to your existing customer base based on their recent purchases.
  • By helping you move over cold calls that do not convert and letting you focus on establishing new revenue streams with your existing customer base.

A CRM platform provides you a 360-degree view of your customers that helps you close the deal with ease.

 

3. Scale with your business without any difficulty

Every business begins with a few customers. As time flows, the customer base goes on increasing and with it, work complexities as well. If you think remembering every conversation, personal details, and offering customized solutions to 10 customers a day is cumbersome, then what about doing the same for 100 on a regular basis. On-Cloud CRM grows along with your business without any additional investment. It updates with the latest features and add-ons automatically without the intervention of your IT department. It also helps collaborate different teams by letting them share, update, and analyze data on-the-go. Loaded with crucial features to increase the productivity and efficiency of your business, CRM has become indispensable in the services industry.

 

4. Increase your employee productivity exponentially

Employee productivity is a major challenge in the corporate world. Hundreds of man-hours are wasted in doing repetitive and mundane tasks that can be easily managed through software such as, inputting and updating customer data, posting mailers and important content on social media sites. Other business-critical functions such as accessing the past history of customers, marketing collateral, and easy-to-understand statistics are important facets of employee productivity. A CRM platform provides all these things under one roof thereby increasing employee productivity exponentially. Harvard Business Review shows 52% of high-performing salespeople took full advantage of their company’s CRM technology compared to only 31% of under performing salespeople.

Coronavirus has impacted the economy and is still showing its fierce in an uncontrolled way. Although companies have adopted remote working as a part of the solution, what’s more important to understand is how robust this approach is.

How can Sage help you meet your CRM needs?

Sage is a world-leading organization that provides first grade CRM services. Whether you are a business who has just started out or you are an industry leader, we are there for you. We excel in providing tailor-made solutions to address your specific challenges. Contact us today to know how we can help your business in building long-lasting and profitable customer relationships.

 

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.

 

Happy Social Distancing with Social CRM

There is no escaping the fact that COVID-19 is a reality. The whole world has come to a screeching halt and governments have enforced lock down. People are forced to work from their homes. Remote working culture has its own set of challenges. Companies struggle a lot when it comes to maintaining team coordination, delivering the same quality of service to its customers, and maintaining a healthy sales pipeline while employees work from home.

However, even before the remote working was enforced upon companies, businesses already stopped limiting their scope of work to files, spreadsheets or some business management tool; but has drawn-out to social media as well.

Social CRM is the extension of the data collected and stored by your Customer Relationship Management tool concerned with the data stream your organization specifically deals with. While the teams follow remote working culture, companies can leverage social media for leads, prospects and even for getting the service feedback. People familiar to Customer Relationship Management or CRM will also be familiar to the fact that Social CRM exists and so does managing it through CRM.

In today’s highly competitive world, it is very important for business owners to remember that even if they aren’t using social outlets for business purpose, their customers does. Social media platform is very effective when it comes to handle customers, be it a prospect or a potential customer.


Also Read: 3 Simple Ways CRM Software can help Enhance Customer Engagement


It is important to know that social media platforms can be very powerful when it comes to drive in prospects or lose potential customers if not handled properly. Customers are using social media quite frequently to raise their opinions or complaints. And when they do that, they expect to get response on their complaints instantly. Keeping the concerns raised on social media unattended leaves a negative impact on a huge level. Thus, the key is to be helpful and engaging and never be dismissive and unresponsive.

Here are three easy tips to help any business control Social CRM to their benefit –

1. Have conversation with customers –

Engage in conversation with your potential customers. Your sales team should be the first one to respond to your clients, since acknowledging and rewarding those who take time to comment about your products is the best way to cultivate repeated and long term business.

2. Practice transparency –

Responding to messages or complaints on social media helps the business to demonstrate that they care by not hiding the efforts to help in any way. Be it a review or a complaint, responding them through private or direct messages will prove as a missed opportunity in terms of customer service.

3. Social media roundups –

Periodic round ups of the social media mentions, helps your business to attend missed complaints as well as give a thanks to those customers who complimented your product or service.

When Social CRM comes into picture, the basics of Customer Relationship Management or providing customer services doesn’t change. Social CRM is simply one of the methodology, a new platform which helps to practice these principles.

At Sage, we are home to industry-leading CRM systems that help to communicate with your customers proactively in times of crisis. To know more about them, SMS SAGE to 56767. You can also write to us at sales@sagesoftware.co.in

 

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.