Customer Service operatives need instant access to centralised customer data with as much up-to-date detail possible at their fingertips. This ensures effective communication with the customers and leads to faster resolution rates.
To deliver superior customer care, your chosen CRM must help you to manage customer relationships based on best practice. This will enable you to define processes, track cases, and share effective solutions to customer issues.
Workflow elements are essential to a customer care solution to ensure that no task is overlooked and is automatically routed to the right 'owner’. This ensures a consistent delivery of excellent care. Additionally, a self-service web portal and automated email management solution enables you offer round the clock customer service. By improving productivity and enabling your staff to communicate with your customers more effectively, you can achieve greater customer collaboration, maximise customer satisfaction and increase customer loyalty.