What is a Customer Service and Support Feature?
Customer Service and Support features of a CRM system help customer service teams manage customer support tasks such as issue (case) tracking, service activities, call-volume and time-per-call for customer-service representatives. This allows them to enhance their methodology to develop better customer relationships and increase repeat sales.
A CRM application may capture a customer service request through multiple service channels including phone, email, web or self-service. Customer service processes can be implemented so agents can quickly and most effectively handle client requests to reduce operating costs and improve customer satisfaction and retention levels. Customer service information can be shared across other customer facing teams within the organization so everyone is well informed of each client interaction. A CRM system can also help improve your wallet share by enabling the customer service agent to create quick, easy to sell and easy to close revenue generating opportunities.
Important aspects of customer service and support:
- Increased call center efficiency
- Accessible service channels
- Voice enabled customer service engagements with skills based routing and screen pop’s
- Report and analyze customer service engagements, such as first call resolution
- Expose customer service information to all customer facing teams
- Create cross-sell and up-sell opportunities
- Deliver higher levels of customer service
Customer Service Questionnaire
Have you linked your customer service team to your client database to capture and resolve cases, build loyalty and accomplish a CRM 360 degree view?
Yes, award yourself 5 points, partially 3 points, and no 0 points.
- Have you established a prioritized work queue to manage customer service requests?
- Can you view all past customer interactions and information for better service?
- Have you created a customer service workflow to efficiently manage cases?
- Do you leverage a knowledge base to provide quick answers to common questions to improve first call resolution?
- Can you capture cases via multiple client channels such as email, web or phone?
- Can you expose customer service issues to your other teams?
How does your company score?
Tally up the score and enter the points here: __
Interpreting your results:
0 - 5: You need to look into using CRM customer service and support tools to improve service results, as well as manage customer retention better and build customer loyalty.
6 - 10: You may not be using enough customer service capabilities. Consider implementing additional customer support features for better CRM results.
11 - 15: Good start, consider other functionality in customer service to expand your customer support and build great relationships.
16 - 20: Nice work. You may also want to capture customer service issues through other client channels, or improve your case workflow rules to really gain the most value of your CRM implementation and improve service levels.
21 - 25: Almost complete, consider improving the customer service question you scored lowest on.
26 - 30: World Class CRM, you must be using Sage SalesLogix!