Brand loyalty is a result of providing exceptional customer experience. When customers are happy with the products or services an organization offers, they keep choosing the same brand time and again. CRM softwares and the advent of multiple social media platforms have completely changed the way businesses function. Organizations today can keep a closer track on customers via social media channels and maintain a personal relationship with them both online and offline.
Five simple ways through which CRM software can help improve customer experience:
1) Customer 360 degree view
Since representatives have a complete 360 degree view of customers across all touch-points, they can easily pitch for a potential sale, or resolve queries and complaints at a faster rate. If a customer calls with a complaint, a service agent can immediately resolve the case and pitch for a cross sell offer, since all the information about that customer is available.
2) Stay engaged
2) Stay engaged
Through social media posts, agents can stay in constant touch with their customers. Regular feedback can be collected in order to further improvise the product or service. The constant engagement creates a good platform for brand recall. Top banks make effective use of CRM in banking sector to stay ahead of competition.
3) Customer self-service portal
Now, each time a customer feels like raising a query or seeing offers, latest announcements etc.. he need not go through the painful process of calling up an agent, waiting, facing difficulty in understanding, etc. All he has to do is, log on to the customer self-service portal and work things out as per his convenience. With the help of the customer self-service portal customers can access various training documents, videos, additional information, etc. Agents can also post latest offers, make announcements, which the customer will then pick and choose as per his requirement.
4) Sales force automation
The sales force automation functionality of CRM helps in fast tracking sales processes. As soon as a customer shows interest in a particular product or service, a lead is created which is automatically transferred to a sales representative with the required skill set. He then follows up with the customer, collects the right documents, verifies it and delivers the product or service. The best part is everything happens fast, right from lead creation to sales closure, that at the end of it, the customer is nothing else but satisfied.
5) Increased collaboration
Cloud CRM software also ensure increased collaboration between different team members across the organization. Information pertaining to status of lead closure, cases resolved etc.. can be easily shared. This enables team members to stay up-to-date and in sync with organizational activities. Members work as one unified organization towards meeting customer goals and increasing goodwill.
CRM Software works in tandem with multiple functionality to bring best services to customers and businesses globally. With the right amount of research and due diligence, you can bring myriad benefits to your customers through CRM.