Customer Service with CRM
Customer Relationship Management (CRM) systems provide a comprehensive set of tools that allows customer service teams to manage a range of customer issues that may involve issue logging, defect resolution and product return. See Sage SalesLogix Customer Service, Sage CRM Customer Service and Microsoft Dynamics CRM Customer Service
Record, allocate and resolve customer issues more effectively with CRM
- Increase visibility of customer issues within the business
- Automatically allocate issues to specific users by categorising customers’ problems
- Reduce time spent resolving issues
- Managers can be notified automatically by email if an issue is not resolved within an agreed time
Knowledge base
- Add resolved issues to a searchable knowledge base for speedier resolution of future issues
- Store common resolutions in a searchable database, enabling less experienced customer service staff to use the system to resolve customer issues
Customer service portal
- Invite customers to log issues via your website outside normal support hours using a direct link into the CRM system
- Issues can be automatically allocated to the most appropriate resource for resolution during support hours