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GET ORGANIZED: DISCOVER THE ADVANTAGES OF MANAGING YOUR CUSTOMER CONTACT DATA WITH A CUSTOMER SERVICE SOFTWARE
Anyone who runs a company has to manage a pile of contacts. These are not
only the contacts of team members and business associates, but also the
contacts of clients, vendors and sub-contractors. Among them the most difficult
thing is to manage the customer contact details.
Suppose you are a customer service executive. One day at office, a client calls
and asks you to find out the status of his complaint. He gives you the complaint
number. But is it possible for you to find out the context of the call within 5
seconds? Where could you find the gist of the last interaction with the same
customer? Then, how do you catch up with the conversation?
This is a common problem faced by every customer service executive. They
handle thousands of calls on a regular basis. So, it is quite difficult to manage
the customer contact details, along with accurate information. This can be
solved only by adopting a suitable CRM platform for your business.
Record and Monitor Your Customer Contact Details
Customer Relationship Management system is a powerful tool to get your business
organized. 65% of businesses adopt CRM software within their first 5 years.
Why do some small companies take off, while others languish or die? What
makes the difference?
According to 63% of executives, silos within the company make the customer data
inaccessible. The lack of an integrated contact management system devalues
your customer service.
74% of CRM users said it offers improved access to customer data. It enables
you to find out all necessary information that is needed to catch up and take
forward an ongoing conversation.
Since, customer satisfaction is a major factor behind sales productivity, 53% of
promising businesses are investing in CRM.
Act on Customer Preferences
Undoubtedly business organizations should place customer care as one of the
topmost priorities. A customer’s need should always be kept on record and
shared within the organization.
Customers not only want personalized interactions, but they expect organizations to know
their preferences and requirements. Customer satisfactions are largely tied with
companies which offer tailored communications based on what they want. Let’s see some
vital statistics regarding customer experience.
60% of customers have higher expectations from customer service in 2017,
than they did just one year ago.
47% consumers say that a prompt response to enquiry or complaint is the
basic element of an ideal customer experience.
62% of global consumers have stopped doing business with a brand or
company, due to poor customer service experience
Besides, the time preferences of clients’ needs to be taken into account, as well as their
chosen channel of communication. Customers expect that they are contacted at time that
best suits them. Also, each person has individual choices regarding the channel of
communication.
Measurably improve Customer Service
With a CRM software you can incorporate a lot of data and information to each
contact. You can also get personal and professional information of the client,
along with the update of last communication.
It helps you to understand the context of the call, so you don’t have to ask for
the complaint summary again and again. Besides, unnecessary repetition of
same questions result in customer disappointment.
With CRM software you can raise tickets for each complaint or enquiry. That
ticket number will help you track the status of the escalation.
You likely have an extensive contact list, including vendors and clients. You want to store
each one in the right order and in separate cloud folder. A Customer Relationship
Management system will let you create headers and then classify each of
your contacts. So, you can easily find the details, navigate and access the files
seamlessly.
Find the Right CRM Software for Your Business
Equipped with all useful features, Kapture CRM makes your contact management easier
than ever. It enables you to improve the level of customer engagement. Also it helps to
recognize gaps that the organization could fill and cross-sell new service or product. This
improves basic understanding among the customers and sales executives. Hence, it
helps businesses provide a much more stable and affirmative customer experience.