Business owners love two words the most. “Customer” and “Loyalty”. If you have loyal customers, they will definitely prefer to do business with you and spread the word about your business helping you to grow. But in order to create customer loyalty, you need to do something substantial.
A study by ClickFox revealed that the best way to build customer loyalty is by providing exceptional customer service. But it is difficult to respond to maintain superior quality services when you have to send emails through Outlook, keep a record of sent emails in excel sheets and keep updates of customer feedbacks. And this is where CRM comes into the picture. A Customer Relationship Management Software enables you and your customers to organize, manage and respond to customer requests at the right time.
There are one-click reports that offer you with insights about unanswered emails, response times and enables you to send instant replies to important customers.
So how does a Customer Relationship Software work? What are the advantages of using it? Let us take a look.
1. Respond proactively to customer requests
Not all customers expect you to come up with the solutions to their problems immediately. But they do expect acknowledgement of you having received their queries. A certain Customer Service Benchmark report had revealed that only 10% companies make use of automated responses. A SugarCRM software can help you to send automated responses for every customer request and let them know that you have received their ticket and that you will be providing them with the solution at the earliest.
The best part is that an automated response as such can be customized according to your needs. You can add include customer ticket number, customer support availability and a link to Frequently Asked Questions. Sometimes these help links also lead your customers to resolving issues independently resulting into lesser number of tickets to be resolved.
2. Send customer requests to the right person at the right time
Sometimes when the customer request is received, it passes through several staff members. Everyone guides the customers and provides them information about the person responsible for resolving a particular issue. Sometimes, it also gets too late for the problem to be resolved. These issues can create a bad impression of your company.
A SuiteCRM software is created in such a way that you can route the request to a particular person at the right time. These requests are further directed to team members and they get to see the entire customer profile along with the problems defined by them; leading them to resolve the issues immediately.
Emails to different departments can be directed to their respective addresses. For eg. There can be an email address created specifically for the accounting team – firstname.lastname@example.org and it can be configured in such a way that the emails with the word “bills” “billing” and “payment” gets sent to your accounting team.
3. Keep track of your customer service efforts
The days of using outdated excel spreadsheets are a passé. If the CEO of your company asks you to provide reports about how the customer service team is working, you possibly can’t show the spreadsheets. A CRM software helps you to keep all the customer requests and responses provided in one place. As these queries and responses are well-arranged and managed, you can easily create customer reports providing the details about the performance of your sales team.
All you need to do is just click on report creation and you will be able to see customer service reports displaying trends of performance along with the areas of improvement.
4. Offer 24/7 Customer Support
You possibly can’t be proactively available for your customers 24/7. And you also might not have financial capacity to invest in a customer support team that works round the clock. Through a CRM, you can provide your customers with a self-service customer portal. It enables your customers to resolve minor issues on their own.
All you need to create a customer center so that your customers can log in, look at the request history, write down their queries and search for FAQ’s anytime they want. This facility makes your customers feel that they are being heard and can receive support whenever they want.
5. Keep customer information centralized
Customers do not have the patience to wait until you try to fetch out all the information about them from your humongous records. A 2013 Survey conducted by Accenture had proved that being “Kept on hold” was one of the biggest frustrations faced by the customers. It ranked above “dealing with rude customer executives.”
One of the biggest reasons why a customer is kept on hold is – the customer support executive is trying to find out customer details including account information, profile communication history and complains. In case this information is available, what follows is a parade of questions.
A superior quality CRM keeps a check on all your interactions provides with a detailed profile of customers and gives a complete access to the sales and support team. Even if the responsible sales team member is unavailable, You can also get sales, marketing and service information in the absence of a particular sales manager so that you can provide customer service in their absence.
6. Prioritize customer requests
If you want to handle customer request in the right way, prioritizing them is very important. Be it a small business or a huge one, you must know how to bifurcate between new customers and old ones by prioritizing their requirements. You need to know who is a regular customer, who is a huge spender and who is an acquaintance.
Thereafter, you can prioritize customer requests and create notification alerts. This way, if you do not create notification alerts, it will jump the queue and prioritize tasks for the important customers.
7. Stitch in time
Accomplishing tasks swiftly and smoothly is very important if you want to provide good quality customer service. With the help of a CRM, you can use readymade email support templates and upload them. This saves a lot of time making you respond to your customers at the right time.
There is no need for you to type the terms and conditions and upload documents each time while responding to general inquiries. You can make the most out of the templates within the CRM and take care of the fact that your responses are apt, informative and written using the right tone.
CRM is a centralized hub of all your customer data and provides you with automated processes enabling you to deal with your customers in a better way. No need to spend hours after fetching customer data or sending emails! With the help of CRM, you can focus more on generating leads and retaining them. Awesome customer service and lesser efforts. If you like this combination, it’s time to invest into a CRM system right away!
Reduce operational costs and improve customer satisfaction by empowering customers to get online support, manage appointments, get their complaints addressed & access up-to-date transaction history.
Compelling Benefits, Robust Framework
Facilitate Streamlined Data & Process ManagementOur Customer Portal gives you a feature rich system that facilitate streamlined data and process management for all your customers. Enhanced Support
Industry ApplicationsGet flexible technology framework options to create your own customer portal depending on your existing platform or industry. Given below are some possible industry applications.
Offline Retail & EcommerceCustomer centric business processes is one of the key success factors in the retail industry be it offline retail or online retail. With our customer portal you can provide your customers options for order tracking, managing returns, post complains, provide product feedback, access FAQs, access shipping, return and refund policies and whole lot more.
Public and Private Educational InstitutionsEducational institutions can use our portal to provide better service and grievance redressal system for their students and parents. If you are in the education industry, you can create separate or combined portals for students and parents and provide timely class/exam/fee related updates, manage student/parent queries, fix up appointment for parent meetings, reach out to interested parents, etc.
Banks & Financial Service ProvidersBFSI is another industry where customer service is a major determinant of business profitability. With our portal solution your customers can get all their grievances addressed much faster, get relevant information for opening various accounts and maintaining them, get all the information about various financial products, track their transaction history, etc.
Real Estate Developers & MarketersReal estate industry is heavily dependent on exchange of confidential information with customers. Our portal can be a great way to do this. Create an online hub for all confidential customer documents, provide property development updates, track EMI payments and pending installments, offer discounts and promote promotions schemes – all can be done securely with our Customer Portal solution.
Travel Agents & Tour OrganizersTravel agents and tour operators can manage all communication with their customers easily and securely with our Customer Portal. Manage customer queries during the entire service lifecycle, provide tour itineraries and updates (change in schedule), manage payment details, handle special customer requests, upsell, cross sell products, etc.
CRM Customer Portal
SugarCRM – WordPress Customer PortalAppJetty’s SugarCRM WordPress customer portal provides a self service customer portal to your customers by integrating WordPress and SugarCRM. As WordPress users, your customers will get a dedicated dashboard in the portal and can update all their data and get access to relevant data of accounts, leads, contacts, meetings, calls, cases, etc from your SugarCRM system.
SugarCRM Drupal Customer PortalWe have combined SugarCRM and Drupal so that you can boost your reach to customers and have a perfect customer management experience. Through our SugarCRM Drupal customer portal, your marketing and support team will be able to support the customers in the best possible way.
SugarCRM Joomla Customer PortalJoomla, a robust open source CMS and SugarCRM, one of the leading CRMs have been perfectly combined by us to provide you with a perfect customer portal. Drive the uncertainties of your customers away by adding this portal to your store.
SugarPort – Customer Portal for SugarCRMSugarPort – Customer Portal for SugarCRM is a self service customer portal solution that uses a php based front end framework and SugarCRM as the backend system powering the portal and all its data. As portal users, your customers will get a dedicated dashboard and can get access to and update all relevant data of accounts, leads, contacts, meetings, calls, cases, etc from your SugarCRM system. It will simplify and reduce your task of communicating with your customers through other means.
Appjetty is a digital software products store specializing in extensions, plugins and apps for host of software platforms like Magento, WordPress, SugarCRM, SuiteCRM, Odoo, Dynamics CRM, etc.