Most of the business owners believe that CRM (Customer Relationship Management) system is best for maintaining a central source of contact and address information, customer details, appointments and key communications. But, if you are not taking advantage of customer service functions of your CRM system, you are lacking an opportunity of improving the customer service level of your company.
Sage CRM software is best for enhancing the customer service in your company. Here are some benefits of using this software for your team of customer service:
Case management
Sage CRM has a powerful functionality of core case management. With this, you can easily demonstrate your commitment to customer service as support cases, properly managed are available. Several times, customers report some issues for these reasons that include product defects, unclear operating instructions or installations, software bugs, or general questions. With Sage CRM, you can create support cases through support forms on your website, incoming customer emails, or customer telephone calls.
Team Management
Do you manage a customer support team? If so, then you might understand all the challenges that come at the time of establishing clear communication and providing an effective service to the customers. With Sage CRM, you can easily record the details of the support call and the solutions that are suggested by the customers. It means that if the customer calls back, the information of the whole case will be carried forward, even in the situation when the case is handled by another member of customer service team. Apart from this, this software provides metrics such as case history, volume and resolution times.
Knowledge Base
In most of the companies, different team members receive the call for solving the same issue. This dramatically reduces the customer service and increases the response time for successive support calls. With the Sage CRM’s knowledge base, the first customer service representative will become able to record the issue and how that issue was resolved. Now, the rest of the team has an additional tool, i.e. solution of an issue.
Reporting
Sage CRM software provides a comprehensive list of standard reports and also with this tool, even custom reports can be created without any hassle. With this, key metrics like case volume and resolution times can be displayed and reported as well. You know that the reporting is a significant part of the measuring results, improving services, delivering service and reporting on the measurement.
Interactive dashboards
With the help of Sage CRM’s dashboards, your team of customer service can manage support cases and customer queries from one graphical, intuitive interface. The accurate and current information can be accessed on a single screen by the team members. The dashboard functionality of this software can be configured for all company’s aspects and especially beneficial for customer service case processing and monitoring.
So, Sage CRM software is the best tool for deploying in your company to increase loyalty and for building a strong customer base.