Cloud based Help Desk System to make you win at Customer Service

Customer Service being the crucial part of any business gets prioritized over any other departments. The reason to it is because it can differentiate a company to its competitors. Also, not to forget the repeat business which the company expect if provided excellent customer service. In financial terms, it costs at least five times as much to win a new customer as it does to keep a current one.

In this customer driven market, where competition is becoming stiffer day by day and critical deadlines are rife, one cannot think of business growth without exceptional customer service.

To provide an excellent customer service is not an easy task. There are any software solutions in the market that can help you to provide great service and also ease up the work.

Help desk software solutions can not only help to ensure that all issues are dealt with in an efficient and timely manner; it can automate a large part of the process and streamline it.

Help desk software offers to:

  1. Record and track customer queries and requests and also the actions & tasks related to this.
  2. Defined assignment & priority levels can help greatly for resolutions.
  3. Tracking of queries & requests from start to the closure.
  4. Automated workflows to ensure timely escalations to maintain SLA agreements.
  5. Scope to summarize and view the history of tickets and queries for detailed analysis.
  6. Uniform & consistent format of data for better analysis.

These are some of the basic level features of an Help Desk software. A good help desk software improves the overall productivity of the company and also cuts down the operational costs.

Quality customer service can benefit your business in countless ways and by observing the importance of customer service you can take measures to provide your consumers with a positive experience.

For a free session on Customer Management or Customer Support Service, contact me at +91 95389 25641 or email to me at info@maplecrm.com

Top 7 ways how Customer Support System can help you

Customer Support System or in other words Help Desk software is designed to enable the staff to work more effectively. For many small to medium level organizations, the Customer Support System helps in eliminating the pesky manual process which is not only time consuming but also laborious.

While there are multiple reasons how Support System can ease up your business process, here are top 10 listed below:

1. To work more efficiently

The system enables the staff to manage their work in the most organized way reducing manual errors and increasing work efficiency.

2. Access to Information

Users will have customer related information at their tip of hands. Be it service related, ticket related or customer details, every information is accessible to the team to provide instant & better response to the customer.

3. Track Tickets

Users can easily filter out the priority tickets as well as escalated issues and work on getting closures for the same faster. System shall timely remind and lets in tracking the tickets at anytime.

4. Manage Contracts

It is not always easy to remember which contract is expiring when. The support system here helps in listing out expiring contacts and can also send emails or sms to customers letting them know about the contract expiry.

5. Quicker Response using TAT

Keep track of the time spent on each ticket. Escalations can be configured on TAT and reports can be generated to determine the time taken for every ticket.

6. Automation

Support system can do multiple things all by itself. You can simply configure the action plans and system shall take care of doing things automatically.

7. Customization

Your support system can be customized as per your need so that it can perform or work according to your business process.

 

Does Customer Support System really suit for your business?

Software Solutions are designed to make life easier. With a Support CRM, interactions are simplified and tracked, information is organized and the process is much more efficient.

 

It’s all about ‘The Customer’

As everyone say, good customer service is the lifeblood of any business. It is all about bringing customers back and sending them happy happy to make them return back to us. So the essence of good customer service is forming a relationship with customers. The relationship that each customer feels connected and satisfied so that he can definitely think of your business when he needs it again or more importantly pass a word of mouth which can help in referring his friends back to our business.

How to form a good relationship with customer?

That’s a good question to understand what needs to be done to accomplish this task. Remember the primary saying ” You will be judged by what you do and not by what you say”

Customer Service is easy but not always easy. Follow these simple yet effective ways to provide a good customer service:

1. Answer the phone calls: Ensure to have a person to always answer your customer queries or issues. No customer would be happy to be unanswered everytime he tries to reach out to you.

2. Maintain Reliability. Don’t make promises unless you can keep them. Broken promises can definitely lead to dissatisfaction.

3. Deal with negative statements and complaints from customers. One cannot please all the customers all the time. So be ready to attend to complaints from your customers.

There are many more such ways which can help in giving better customer service. Remember, over time good customer service will bring in more new customers.

In the digital era,

With the rising power of technology, businesses have realized that customers use internet to communicate, comment and understand the company’s presence and offerings. Hence, customer empowerment and satisfaction is what needs to be concentrated on priority.

Technology has changed many things including the customers expectations and buying preferences. The concept to adopt is not just to recognize that times are changing but also to change with the times. After all, customers are the most important part of any business and which is why we need to give them what they expect.

 

Recommended Reads:

The best way to Integrate Business with Intelligence

Difference between CRM and Customer Experience Management

Why Implement a CRM System??

In today’s world, information is exchanged at a rapid pace, and in general, people are more impatient as they are now accustomed to on-demand access to information.  In turn, your customers require instant responses to their inquiries. A CRM software/SaaS system can facilitate access to important customer (and prospect) information with a few mouse clicks, instead of searching through filing cabinets, sending customers to voice mail, or running down the hall to track down salespeople.

Here’s a breakdown on why customers leave, according to a recent survey by Business Brief.

  1. 1% pass away
  2. 3% move
  3. 14% are lured by a competitor
  4. 14% are turned away by product or service dissatisfaction
  5. 68% leave because of poor attitude or indifference

When customers have to wait for information, they can quickly become dissatisfied, and they can perceive a lack of interest on your part.  Dissatisfaction ultimately leads to lost clients and lost revenue.

Executives need to ask themselves some important questions?

  1. Do I, my customer service team, AND my sales team have visibility into customer records, sales pipeline, and prospect information in real-time at a moment’s notice?
  2. Have multiple salespeople called on the same customer or prospect?
  3. Are salespeople able to access customer/prospect information when they are out of the office?
  4. And with sales often out of the office, can employees answering the phones respond to customer questions on the spot, instead of routing them to voice mail?
  5. Do my customers feel discouraged when they have to wait for information?

Maple CRM (Customer Relationship Management) software can answer these questions, solving today’s dilemmas, by providing a data storage center for customer/prospect communications and paperwork.

If that’s something you are interested in, I welcome you to check the below

URL: http://maplecrm.com/free-crm-trial-india/

Make Sure You Listen to your Customer

Flexibility in business begins with listening–really listening–to your customers so you can match their desires with your capabilities while also keeping your own business goals in mind. . “It’s not about your product. It’s about the consumer, and your job is to keep your product as interesting as possible to the consumer.”

Jim Reynolds, the CEO of Loop Capital, a boutique bank based in Chicago, really drove this point  years ago. When Reynolds first started out in the sales training program at IBM, one of the biggest things he learned was to make sure you listen to your customer.

“Most people will tell you what they want,” Reynolds says. “All you have to do is pay attention and listen to it. Then, you give them exactly what they asked for. The guys who made the big sales were never the ones who walked in with flashy suits and big mouths–it was always the ones who shut up and listened who made the big sales.”

So how do you listen well? I find these three things go a long way in connecting with people:

1. Mirror people’s words. It sounds counterintuitive, because repeating other people’s words back to them makes it seem as if you’re not paying attention to them.

2. Ask questions. How many conversations have you been in where someone says something completely nonsensical and you just let it pass because it’s actually more work to make them explain their point than to let him or her talk on. Next time, make a point to stop the conversation and ask about the point of confusion. It will not only create a more dynamic connection, it will also signal to the person that you’re actually listening. Chances are, when you’re stuck with someone who’s talking endlessly, even he or she knows you’re not completely paying attention.

3. Stop looking around the room. One of the things about interviews is the intensity of it–two people are literally staring at each other for five minutes straight talking, sometimes tensely. The problem is, in real life, nobody talks to each other that way. Most of us are half engaged in our conversations, thinking about what we want to eat, our dinner plans, or the work on our desk. Stop looking around the room physically or looking around the room in your brain. Five minutes spent fully engaging with one person as if he or she is the only thing in the room at the moment is worth 10 times more than 15 minutes half-heartedly tittering on about the dullest subjects.

Try these three techniques and soon you might find your business on the upswing.

Customer Satisfaction through Maple CRM

Happy customers can increase your company’s revenue in the long run. The more important component of a happy customer is providing friendly and timely customer support. Majority of customers who raise an issue will expect a response within next few minutes/hours. Many companies fail to serve up to customers’ expectation.

Customer interaction is so genial!

Maple CRM enables easy and quick interactions with your customer through Emails and SMS. All you have to do is, frame attractive email and SMS templates and send it to your customers and prospects on a go. Any information or greetings which have to reach out to your customers or prospects will happen within a fraction of second if you have the template ready in hand. Automatic mailers and SMS can be scheduled letting Maple to minimize your efforts.

Maple CRM and Customer Servicing

Keeping your customers happy is a tedious task and yes you always want to keep the relationship stronger over the future years. Customer service Management in Maple CRM makes it so simple giving you a broad picture of your customer and revamp customer satisfaction and loyalty towards your company. Customer Service Management in Maple CRM takes care of after sale service like, managing the customers, contracts and support requests, delivering to your staff real time information to act upon and support your customers.

Communication history with your customer

Get rid of confusion, memory loss, and fear of manipulation of data!
Maple provides you a platform to record and store whole communication with your customer.

We know you deal with multiple customers; it is natural that you will get confuse handling ‘n’ number of customers. Add notes and remarks of present conversation with a customer for future records. Have a quick revision of where you stopped during your last conversation then proceed further. This will create an impression in the minds of customers that they are valued. Also updating your customer details, sending mails, updating status, adding reminders for next action and remarks are all laborious tasks if you have to switch between screens to perform. Maple makes it simple by piling up every action of a customer in a window and automatically bags every updates for future reference.

Maple in Mobile

The world is going mobile. Don’t miss out!

View and update critical information in real time with Maple CRM – Mobile. Our dynamic team can help you connect to the fingertips of your customers. Your sales team on the field can access and update information as well as work on the schedules. It also enables to co-ordinate within the sales team through instant messages facilitates reaching out to customers without fail.
 
To retain existing customers and to up sell or cross sell in future, satisfying them to the core is the best and cheapest method exists. Only thing is, you should have the willingness to serve your customers as and when required. Customers are always on the verge of going for new options. Most often, by the time they have contacted you, customers have done their due diligence. They just want someone to engage with and help them out. Customers are more likely to do research on the company’s brand, such as looking at online reviews or social media posts regarding past customer experiences. So customers should be pampered enough for positioning and branding your company in the market.

Customer Service Software

Many companies are willing to invest huge money in customer service. Do you know why?
It’s because they know that good customer relationships can generate a nice return. Improving customer service and managing better relationships with them is definitely one of the best ways to grow your business. Also, it is a known fact that it is much more efficient to keep existing customers than focus resources on searching for new ones.

Providing good customer service is a tedious process. You need to build resources and have a strategic plan in place to make the service function in an efficient way, meet the customer expectations, etc. However, there is a payback. Good customer service can reduce marketing and operational costs.

Great service makes your customers feel that you care about developing a long-term relationship more than just making a sale. Focusing on delivering customer service will benefit your business in a number or ways.

Maple CRM which is a cloud based CRM solution lets you streamline the customer support process, increase efficiency and reduce resolution time of customer queries.

The solution provides updated data at real time letting your customer service agents to quickly respond to the customer queries. So the support calls can be accurately and efficiently processed, thereby improving the customer service process and increasing the customer satisfaction. Also, providing excellent customer service can set you apart from your competitors.  A good customer service using Maple CRM system can bring higher efficiencies.

With real time updates to customer service metrics through charts and reports, managers can analyze the the data to identify the areas of improvement. The solution is designed to help your team deliver service from anywhere at anytime. It lets your team be more productive, resolve more cases and satisfy your customers.

Record, Measure and Optimize your customer service process and improve your business using Maple CRM software. Visit http://maplecrm.com/ for more details.

Customer Service Management

What is Customer Service Management?

You work hard to build relationships with your customers and you would definitely want to keep that relationship solid for the years to come. This becomes easy when you have a customer management tool in your organization. A tool to manage everything at one place and to improve your customer relationships.

Maple CRM for Customer Service Management!

Maple’s Customer Service Management solution gives a 360-degree view of customer base to improve customer satisfaction and lower service costs. The solution gives the interface of customers, contracts, support requests, etc. – providing complete access to real time data empowering your staffs to better support your customers.

The Maple CRM customer service management solution is intended to streamline organization wide customer support access that helps in resolving the customer requests or cases in less time thereby enhancing the customer satisfaction and upselling opportunities in future.

What are the benefits?

Increase Customer Satisfaction
– Support team can access every information of the customer anytime, anywhere to drive customer satisfaction.

Reduce Costs
– Deliver high quality experience for customers while reducing the operational costs.

Increase efficiency and productivity
– Accelerate case resolution time by providing complete customer visibility to your support reps.

Get to know about Maple CRM software solution.

Good Customer Service for a great Success

Good Customer Service is the lifeblood for any business. Its not only sales that can bring profits to business. Its also the service and support that you give to your customers that can drive your business smoothly with success.

Maple CRM provides Customer Support Management feature that facilitates Customer Enquiries, Contracts & Support Requests.

Contracts & Support Requests can help in streamlining the customer specific process and help in resolving customer issues efficiently. The contracts lets you to easily manage different service level agreements between your company and the customer with well defined time frame, information and status.

Support Requests can help in creating tickets for customers in terms of complaints, issues as faced by them. With an ease to set the time frame for each support request, there is always an effective service to the customers from your company.

What more? You can define what specific attributes you need for your Customer details, Contracts or Support Request. Collect information as needed and store each record in the system. You can also add multiple contacts for a customer entry. That way, you have every information at one place with just a click.

You can assign the support requests to your company’s staff for them to work on and make closure. The solution also sends an email on this behalf so that staff is aware of the support request assigned to him.

Customer Service is crucial for any business and providing it in an effective way and making customers satisfied will help your company grow in a big way. Maple ensures that you have a smooth ride of your business process and increase success. If you want to know what others features Maple can offer to your business, then do visit the Maple CRM Website .

 

Help Desk Software Solution

Help desk management software tracks customer calls and problem resolutions. A customer support center’s goal is to assist all customers with a wide variety of issues. Service desks focus on a small set of products or problems, usually technical.

Customer service systems give agents insight into the customer’s total history where help desk systems focus on the technical issues. Generally, any customer service system and most customer relationship management (CRM) programs have service desk functions but not all service desk systems can integrate with client information to be complete solutions.

IT organizations generally staff a team dedicated to computer, network, and communications users. These IT desks feature rich integration with the company IT system and network management tools, giving agents visibility into issues with the customer’s systems.

Tools that can be integrated with Help Desk Software systems:

Merging of service and support: The basic help desk software can include customer support and service applications. The integration of customer information history with service desk functionality can bring in more efficient way of working on customer issues and to provide better and faster resolutions.

Web Integration: Website integration can help in automating the ticket creation process. Even web chat solutions can be helpful in letting customers communicate with the service desk when a phone is not available or if the customer is traveling internationally.

Key benefits of using Help desk Solutions:

  • Reduced service costs
  • Icreased customer satisfaction
  • Better problem and solution tracking
  • Efficient documention and working process

Technology is increasingly becoming a part of every business. Incorporating such business automation software solutions can help your business to improve profits and increase work efficiency.