CRM Basics

CRM with Customer Service

What It Is and Why You Need It

CRM with customer service is also known as help desk ticketing software. It is as critical to your business growth today as it is to have an amazing product to sell. A ticketing system optimizes your employee’s time as well as their workflows. It boosts productivity and customer satisfaction in the process. The result is happy customers and a thriving bottom line.

But what does great customer service look like? How do you make it happen? And how is a CRM with customer service going to help?

To discover the answers to these as well as other burning questions, let’s take a deeper dive.

What does customer service mean?

Customer service, in general, is all the ways in which you support your customers. Whether it’s through telephone help, email, live chat, chatbots, or technology, it helps manage their own customer journey.

No matter what type of business you are in, today’s customer service comes with a certain expectation of responsiveness. Customers expect a seamless, branded experience. And most importantly, swift resolutions and transparent processes. In other words, if a customer reaches out for help, they want to be acknowledged immediately. They want to know that their request is being processed, and not kept waiting for their issue to be resolved.

Ultimately, it’s about keeping the promise you make to your customers. Ensuring that they feel heard, validated, and supported from end-to-end.

Great customer service sets you apart from the competition

It’s an all-too-common scenario: you look at two companies with similar products, and one is always preferred over the other. It’s not that their product is better, or even less expensive. It’s about how they treat their customers, how they meet their needs – that’s what puts them on top and keeps them there.

In the past, many people would choose a company based on price. Today, however, the customer experience is a far more critical factor. Leaders who invest in customer service know that they are building experiential equity with their client base. They are delivering something that will help them stand out against the competition. Now and in the future.

Benefits of a CRM with customer service

Circling back, let’s look at how a support ticket system can help.

Here are just a few of the benefits your company will see after implementing a CRM with customer service system:

  • Transparency: You can control all your helpdesk tickets from a single dashboard. Giving you complete visibility into your “open” customer support tickets. This allows you to prioritize trouble tickets quickly based on urgency. You can also view the status of open tickets, assign tickets, automate escalation and so on.
  • Enables omnichannel: In the Amazon age, omnichannel customer service is a basic expectation. It makes correspondence with your customers more efficient. Each CS rep can pick up where the last one left off. This eliminates the need for the customer to repeat their request over and over. This also enables collaboration across multi-disciplinary teams.
  • Automation: A CRM with customer service allows you to automate repetitive processes. For instance, sending confirmation messages, following up on specific issues, and directing customers to the right department. Automation helps optimize your employee’s time so they spend more time interacting with the customer.
  • Professionalism: A ticketing system looks much more professional than an email. This is a way that helps even small companies boost their image. Plus, it alleviates a great deal of anxiety on the customer, who may wonder whether the company actually checks their emails. When they receive an immediate response with a ticket number they can reference, it puts their mind at ease.
  • Data and reporting: Knowing where your company is experiencing the most issues is the first step to eliminating pain points. Using only emails for customer service, it isn’t possible to track the frequency of each request topic. Nor is it easy to gauge how many requests get resolved, or the exact level of customer satisfaction. Customer service solutions deliver the information you need to make informed business decisions. It helps you focus on products and services that need the most attention. And it monitors the quality of customer service that is being offered. This is achieved by tracking the efficiency of individual employees and their results.
  • Consistency: A ticketing system gives your customer service teams access to a centralized knowledge base. This ensures the resolutions provided are consistent from customer to customer.
CRM and customer service support rapid growth

Ultimately, your focus should be on building your business and ensuring its continuity. If you are experiencing sudden growth, you will likely see an increase in customer service requests.

Before you dive headlong into your future, you have to ask yourself: is your team prepared to handle it?

Deploying a ticketing system will solve a lot of the pain points that companies tend to experience during your company’s growth. Perhaps most importantly, it will reduce the workload and reduce the inherent stress the customer service team would otherwise experience. It allows stakeholders to focus on their growing audience rather than getting stuck in an endless break-fix loop.

Wrapping up the CRM with customer service discussion

The bottom line is, with a ticketing system in place, you will have a solid platform to build on. It even supports a self-serve customer help desk portal. The portal provides your customers with instant access to the most relevant content. Their information displays clearly and up-front where it’s easy to browse and find. They can even search the knowledge base for questions that are similar to theirs. When they find an answer to their problem, they can then rate the response time. This provides you with more data to help you continue to improve.

Are you wondering whether your company can benefit from a CRM with customer service? Reach out today to speak to one of our CRM specialists. We’d love to show you how we can help.

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