Support calls – a new dimension with CRM enabled phone
Better customer service after the sale frequently translates into repeat customers, who, in turn, tell their friends and colleagues the good news. Service and support people on the front lines, no matter how tech-savvy, patient, and customer-oriented they are, need to get to the heart of the matter quickly. Integrating your support call center with accessible and timely customer data can make your dedicated support call people even more efficient.
Each customer is different
Often the customer is unhappy with some perceived glitch that can be cleared up quickly, but the customer’s technical vocabulary may not go beyond “that green button thingy.” On the other hand, some customers are more experienced and technically adept and will sometimes call in with problems they may have caused by taking shortcuts.
In either case, if your business is equipped with a telephone system with CRM capabilities, you service people can go into a deeper dimension of trouble-shooting resulting in a better after-the-sale customer satisfaction.
CRM stands for “customer relations management.” It is a business approach that puts the a customer first in everything the company does – from articulating and planning business goals, to molding the attitude of every person who works at the company. Whether you’re in service industry or product business, your customers will dictate your business in the coming days.
Integrating CRM with incoming support calls
CRM applications have valuable customer information like contact lists, customer behavior and sales records that are indispensable to marketing, sales and support. CRM automation and quick access to customer data with sales and demographic information are the foundation to the company’s growth. So why not tie all that valuable CRM data into the phone system? After all, phone is still the primary channel of communication between a business and its customers. And nothing works better than a phone conversation when a customer is unhappy.
What it means…
Customer support people who have instant access to CRM data, while they’re taking a call already know “why he or she is calling” not just “who’s calling”. They make better, more informed conversation with every support call, make the customer happy and achieve highest retention rate and can get new referral business. We call it “Caller ID on Steroid”!
The new gen virtual PBX comes with such CRM capabilities, bringing in a whole new dimension in customer support calls.