A simple step to better customer service… a chat with Krys Sutton from the CRM Team
Greet your customer by name when you answer their call!
Great to welcome Krys and the CRM Team to the Hunter and discuss with him the impact of customer experience when integrating UCaaS (your phone system) with your CRM
This is done by integrating your phone system with your CRM that triggers a screen pop with a 360° full view of the customer, their details and history.
Seems straight forward but how often does one experience that? With customer expectations at an all-time high and continually rising for good customer service all businesses, especially SMBs need to go above and beyond.
Let's begin with a quick scenario!
Situation; A long term customer has an issue with some equipment and made several calls the week before and they need to call again to chase up:
Without integration:
They call again, must identify themselves and then wait while the representative reads through their situation impersonal and delayed.
With integration:
The caller is greeted by name,
The customer information is presented in the CRM or Helpdesk software or both depending on the number called;
The representative knows the customer’s situation immediately,
Knows the customer is likely to be frustrated from the multiple calls the week before;
A ticket in the helpdesk is automatically created,
A record of the call is made in the CRM
This is just a quick summary of benefits to consider when next considering a CRM and/or a telephony capability. Make sure they integrate seamlessly!
Firstly, inbound call centre’s purpose:
Improve customer retention
Resolve issues faster
Happier customers
Manage more inbound calls
Note; Studies show that employees are 15% more productive if they have access to CRM data while on a call
Customer satisfaction; an integrated pop up of customers information on an in bound call gets to the heart of a matter immediately. Instead of confirming basic information following a cold greeting agents can move more quickly to a resolution.
Up to date customer information in the CRM given automated capture and greatly likelihood of information entered. With this, if a customer is transferred, they won’t have to repeat themselves. 89% of customers feel frustration when this happens, according to Accenture research.
Data Quality: Improves quality of analytics that provide valuable insights to enable informed, customer-centric business decisions.
Understand Trends: Gives you sufficient data to track trends, assess customer behaviour, and spot opportunities for growth
Targeted Messages: Positions you to tailor your messaging to individual target audience segments
Helpdesk: Allows you to incorporate help desk software and other support applications so you can be agile and responsive to your customer base’s needs
Scenario; A long term customer has an issue with some equipment and made several calls the week before and they need to call again to chase up:
Without integration:
They call again, must identify themselves and then wait while the representative reads through their situation.
With integration:
- The caller is greeted by name,
- The customer information is presented in the CRM or Helpdesk software or both depending on the number called;
- The representative knows the customer’s situation immediately,
- Knows the customer is likely to be frustrated from the multiple calls the week before;
- A ticket in the helpdesk is automatically created,
- A record of the call is made in the CRM
#crmteam #customerexperience #ucaas #crm #donnabrook