Customer Management in India

In today’s business evnvironment, customers are demanding for a higher level of customer service. The customer service executives need to be empowered with all the information related to the customer at their finger tips.

A business that is unable to follow up on potential customers is going to run into trouble at some point. The use of CRM (Customer Relationship Management) software might be the key to ensuring that these factors are well handled. CRM creates a single source of customer information which reduces response time by providing quick access to all the information anytime. It improves data access.

Customer service is all about the customers perception. You have to do more than just get the job done. You must deliver on all the things (big and small) that affect the relationship with your clients.

Achieving higher levels of customer satisfaction involves having all information about the customer at your fingertips. Businesses need to know their preferences, their behavior, their purchase history as well as their demographic and psychographic information. CRM solutions can make this information available at every company executive’s desk. Practically, every company representative can find out anything that he wants to know about a customer in ‘real time’. For instance, all outstanding issues with the customer such as unpaid balances, outstanding complaints and orders being shipped are available at the click of the mouse at every executive’s desk.

No wonder, CRM is expected to unlock the doors of customer satisfaction. By connecting the back office and the front office, CRM has the ability to make the organization function like one entity and not like many departments.

Read more about Using CRM to provide Customer Service.

 

Online Customer Service Management

Delivering great customer experiences is a key part of the relationship between company and customer. Organisations in all sectors are therefore constantly looking for ways to positively stand out and give that significance difference to customers.

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.

Maple offers you the Customer Service Management over the cloud that helps you to improve customer satisfaction, attract new customers and lower service costs.

The Maple CRM solution provides the full range of customer life cycle i.e. Sales, Support, Contracts and Service. It gives your service and support executives better visibility into customer issues.  The Customer Service capabilities of Maple helps you to assign, track and escalate cases to serve customers more quickly and efficiently. Support staffs are notified about their service schedules and support requests through SMS or Email.

Key Features:

  • Customer Management
  • Contracts Listing
  • Support Requests
  • Service Schedules

Benefits:

  • Track Customer details in real time and enable better customer retention.
  • Provide instant information of service and support schedules to support staffs for faster resolutions.
  • Accelerate resolutions by setting up TAT (Turn Around Time)
  • Add customer behaviour and their history to the Customer details so that reps do not miss out any details.
  • Replicate the Service Schedules by Support Request types.
  • Manage Contracts under each Customer and set its duration.
To know more about Maple’s Customer Service Management, visit