Customer Support- A key element of a CRM Software

When it comes to resolving customer issues quickly, increasing customer satisfaction, and building customer loyalty, is your customer service software helping you achieve your performance goals?

Managing and streamlining operations for service teams is imperative to creating a customer experience that gives you a competitive advantage. CRM solutions with customer support capabilities provides your customer service teams with a complete view of all customer interactions so they can better service and support your customers.

From advanced service ticket management and return management tools to robust reporting and business analytics capabilities, CRM software puts you in control of your customer’s experience. From powerful capabilities that empower your front-line reps to quickly answer customer questions or resolve issues or requests, to reporting and tracking capabilities that enable you to measure your team’s success.

Deliver a differentiating customer experience

 Get a Complete View of Your Customers
With powerful CRM customer service software you get a complete view of your customers’ relationship with your organization in a single easy-to-use interface. Track your customers’ interactions while providing your team with all the details they need to service your customers well.

Gain Insight into Team Performance

Gain a deeper understanding of your team’s performance and overall support levels through reporting, service ticket management, defect tracking, and advanced business analytics tools

Get Instant Notification of Urgent Customer Issues

A good CRM solution helps you stay in the know when it comes to proactive monitoring of urgent customer issues. Receive instant alerts automatically via e-mail or fax on your pager, PDA, or Web browser when critical events occur so you can take the appropriate action to ensure your customer service levels are not jeopardized.

Empower Customers with Convenient Options

Empower your customers to get the support they need 24/7 with  Self-service Web Portal and enhance your customer’s experience while reducing service and support costs. Your customers can view, add, or edit service tickets and submit comments or attachments via the Web – plus they can search your knowledge base for answers to their questions.

Uncover Sales Opportunitie

With customer service automation software, your reps get instant access to account status, shipping information, pricing, and the ability to generate quotes, helping them to uncover hidden sales opportunities for add-on business with your existing customers

Key Features of a CRM Customer Service Module

• Account & Contact Management
• Ticket Management
• Service Contract Management
• SpeedSearch
• Knowledge Base
• Standard Problems & Resolutions
• Asset Management
• Reporting
• Notification & Alerts
• Web Customer Portal
• Returns
• Defect Tracking

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