Service and Support
We never want a dissatisfied customer. But it happens. Worse than a dissatisfied customer, however, is ignoring their complaint. Our CRM solution for Service and Support not only helps you to address customer complaints, but it can also lead to increased sales.
How can our Service and Support CRM Solution help you?
Centralize Company information
Using our CRM system will allow you to centralize all company information, including contacts details, previous complaints, maintenance calls and a list of all services and products provided to the customer. When your customer service staff receives a call regarding a complaint, they will immediately be able to see all previous correspondence with the customer, as well as previous complaints. Just reiterating to the customer that you are aware of their history will make them feel like a valuable customer and not just a number.
Instant Notification of Customers Complaint to Relevant staff
The moment you enter a customer’s complaint into the CRM system, all those who are responsible for the customer will be notified immediately.
Make it easier for your Customer service Staff to Successfully do their jobs
Our CRM technology makes logging and processing support requests quick and efficient. The ticketing process is simple. It eliminates the risk of forgotten entries and lost customer complaints. It allows you to send internal and external messages regarding a particular customer.
Improve your Products by Reviewing the Trouble Tickets
By streamlining and saving your trouble tickets in one centralized location, you can see across customer complaints what changes might need to be made to a particular product or service. This will help you to improve your products and services, and increase your sales revenue.
More than one way to Submit a Complaint or Request
Many customers don’t want to call with their request or complaint, but would rather submit it electronically. With our CRM Helpdesk online tool, customers can enter their requests in an online portal which will be seen immediately by your customer service representatives.
The benefit is two-fold:
1. Your customer service representatives are immediately notified of a customer’s comment and can react quickly; and,
2. Your customers can access the online FAQ database which will provide them with a large pool of information and reduce the amount of time your employees need to deal with customers’ repeat questions.