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Innovative CRM Features for Better Customer Support
Innovative CRM Features for Better Customer Support

Innovative CRM Features for Better Customer Support

A CRM system provides a valuable tool that companies can connect better with their customers.  Pricewaterhouse Coopers published a study that found 71 percent of telecommunication companies agreed on the importance of integrating customer data across the entire organizations. While you know that quality customer experience is a trending key for success, 80 percent of customers think companies need to majorly increase the customer service experience. An old Customer Relations Management business strategy can be outdated and cost you new customers and customer loyalty. It could even decrease the overall quality of your customers' experiences. To solve this problem, software companies offering modern Customer Relations Management solutions such as Sage Software to incorporate innovative CRM features into their applications.

"Omni-Channel" Integration

Clients’ touch points no longer take place through a single channel, such as in-person or via phone calls. Many older Customer Relations Management tools use a limited view of touch points that restrict data sharing between different channels. Omni-channel integration lets your employees see customer information and communication across all channels. For instance, you can track a customer who reaches out to your customer service through your social-media channel before heading over to your live chat and finally calling in. Each customer contact agent interacting with this customer sees all the communications from the previous customer contacts to better assist them.

Social Media

Your business has a valuable source of data through social channels. Once your company collects some information on your prospects and clients, such as their name and email addresses, your marketing department can match their profiles up with their social media communications. This integration allows marketing departments to listen for mentions of your company, which is particularly useful in reaching out and fixing client problems before they have to contact your customer service directly.

Data Analytics

Companies store massive amount of data, but collection of the data is not valuable for your business if your employees can not access it in an understandable form throughout the entire organization. An upgraded Customer Relations Management can provide predictive-analytic features, which helps sales staff determine when a client wants to buy and which products they prefer the most. Analytics also help customer service predict potential service issues before the person calling gets all the way through the phone system.

Mobile Optimization

Mobile devices are useful in many businesses for multiple purposes and improve employees’ productivity. Cloud-based Customer Relations Management services make it easy for your sales team to access the customer information through mobile devices, but they aren't always fully functional on mobile devices. Mobile-optimized Customer Relations Management System provides employees with the most relevant CRM features for a mobile environment, like important client information, one-touch dialing and real-time data updates on a customer’s file.

Mobile Customer Relations Management tools are especially useful for your sales team when they travel to client sites. Your employees don't need to take the time to set up a laptop to figure out the information about their prospects and their company information. They can quickly check the information with a smart phone get back to what they're doing.

In summary modern Customer Relations Management system help companies become more agile by making use of available data collected by your organization, empowering sales and customer-support departments, improving the overall customer experience.

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