CRM or customer relation management is a technology meant to collect data of different customers and interact with them. The call could be a sales inquiry, a complaint, a request for help, or perhaps a question about an invoice.
On top of that, customers want a fast but not hasty service. Perhaps most importantly, customers wish continuity. They want contact centers to know the information they have already provided. In short, they want an excellent call center experience. The good thing is that you can achieve this with the right technology.
CRM – Connected Customer Service
With the right technology, contact center operators are better prepared and more efficient in serving customers. CRM is the technology you were looking for.
CRM Multichannel support
Case management features allow you to create and monitor incoming cases, regardless of the clients’ channel. The contact case can be followed from the first contact to the solution through different communication channels.
For example, a customer fails to find a solution in your online community of contact center and then decides to call you. With an integrated CRM system, this history is automatically displayed on your screen. It shows everything from previous contact center information to billing data in other systems. Furthermore, it may even show the previously purchased products and services. This is something that simple call logging software cannot do. As a result, you can find the solution even before answering the call.
Self-Service With Turbo
One way to provide effective 24/7 customer support with your contact center is to create an online self-service community. Make your current knowledge base available online and watch it grow as customers add their solutions and help each other. With an active self-service community, customers can get the updates and solutions they need without picking up the phone. The result? You will see customer satisfaction and loyalty increase and costs decrease.
Helping Customers On Their Journey
Your customers will contact you many times, in many different ways, and interact with many other people within the organization. These interactions structure the relationship with your client. If you see the history of these interactions, you will identify trends and issues turned into successful initiatives. It can be a sales presentation review or an addition of lead nurturing to your marketing automation process. The information gained from monitorable customer service can dramatically improve your customer path.
The Virtual Call Center
The traditional call center setup adapts to different types of companies. However, many small and medium-sized organisations use virtual call centers through cloud technology to make it possible. In a virtual contact center, operators can work anywhere. They need only a web connection associated with the case management system. This will then route calls and provide all the features of a traditional help desk software. That means even in a small business, everyone is immediately available to help customers, whether at the office, at home. And in larger companies, when the situation gets more complicated, extra operators working from home can become available instantly.
Check out Katrium to have an idea about what are the best contact center and call center solutions!
