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.
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.
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.
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.
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.
– 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.
Maple CRM – The most comprehensive, customizable and scalable CRM solution that includes processes for marketing, sales and customer service.
The solution can be individually customized to suit your requirements and can be made industry specific. Every industry has different process and is unique. That’s why Maple CRM is designed to give you custom functionality with features that can fit your business perfectly.
Maple offers Industry- specific Solutions to
- Educational Consultancies & Placements
- Healthcare & Insurance
- Financial Services
- Real Estate Companies
- Jewellery Industry etc.
CRM for Marketing:
Marketing with CRM is supported with efficient planning, execution and monitoring the campaigns. Targeting the specific audience who is already showing interest can turn out to be business. Marketing tool can do wonders in identifying and targetting the real cases.
CRM for Sales:
Call it Lead Management or Opportunity Tracker, an efficient tool which can help in generating leads, reaching out to them, following it up and coverting these leads is what makes a business sucessful in profits. A sales tracking along with charts & forecasts can make it even more better to measure your sales pipeline.
CRM for Customer Service:
A good customer service management and support system helps you to not only reduce costs and improve customer retention, but with the right processes, it can be a vital tool for upselling and driving more revenue. Improve customer satisfaction and attract new customers using a CRM solution.
Maple CRM provides solution for all the above categories helping you to manage everything at one centralized location.
Read more about:
Scope of CRM Software for Small Business
Transforming Sales Productivity using CRM
A choice to make when going for a CRM 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.