CRM systems are known to be very useful for sales & marketing purposes. But did you know that CRM systems can also be effectively used as a Customer Support platform? After all, CRM stands for Customer Relationship Management, and the name itself implies managing and fostering a healthy relationship with your customer.
Here are some reasons why CRM systems can be used as an excellent Customer Service platform.
1. Effective communication
When customers email you or chat with you for a query, you must stay on top and consistently provide timely replies to answer their queries. Although you cannot expect every single communication or query to be converted to an opportunity, not replying or being unprofessional will make you lose even more leads and tarnish the image of your business.
2. Fostering a relationship with customers
As mentioned before, CRM’s self-explanatory naming implies fostering a good relationship with your customers, regardless of whether they are new or existing customers. Providing support to your customers who have done business with you maintains the relationship you have and also provides the potential for more business as you move forward.
3. Integrated technologies in CRM systems
SaaS platforms that provide CRM as a service have also kept customer service in mind. There are multiple integrations for voice calls, live chat and niche email support that are explicitly tailored to have an excellent customer service system. CRM applications such as ZenDesk, Salesforce, Zoho and many others.
4. Having online communities to boost customer interactions
People are social animals, and we love to chat, whether it’s over a coffee or internet forums. A lot of CRM systems allow you to invite your customers to a niche portal of your own business where they can discuss problems they face, suggest feedback and tell you things you may not have even thought of in the first place.
While online portals and communities are a great source of customer servicing, it’s also a good source of fun where people interact about different topics and fosters a community of its own.
Customer Relationship Management has many angles to it and providing excellent customer service is just one. Technologies have evolved and come so far today. You can save a lot of time and effort in eliminating redundant business processes and focus on your customers. Automating your business processes and connecting your different software together is worth the amount of future time and effort it saves. Contact us at SyncEzy if you would like help with best CRM suggestions, integrating software, automating your business apps and more.