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It is widely believed that customer service tools are revolutionary, but they are not a one-size-fits-all solution. While they can help a company grow and teach new practices, they won't fix all problems. They are, however, a time saver, especially in small companies, where manual data entry consumes as much as 23% of work time. CRM systems, such as Salesforce, make better use of this time, allowing you to focus on building and maintaining customer relationships. In larger companies, a key advantage of such systems is the ability to work effectively remotely.
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With CRM technology, your employees can quickly identify, manage and resolve customer issues while on the phone. In the Salesforce platform, you have the ability to verify the identity of the caller even before the call begins, thanks to integration with the telephone system (CTI). What's more, the full history of the customer interaction appears on the screen right away. Even during the call, you can add notes for new tasks or update contact information, all without touching the phone.
Applications in CRM systems can identify calls from returning customers. When a known customer calls, an employee can access his or her interaction history with the company on screen.
What exactly does this mean? That includes all customer details, preferences, previously purchased products and payment history. Working with returning customers is strategic, with research showing that 70% of respondents believe it's cheaper to retain an existing customer than to acquire a new one.
With the Lightning Service Console module within the Salesforce platform, employee efficiency increases. With access to the full customer history and their interactions in a 360-degree view, response time during a call can be reduced, increasing customer satisfaction and the chances of further cooperation with the company.
Using a CRM system, employees have access to complete data on customers - their needs, interactions and service preferences. This enables a personalized approach to service, which significantly increases customer satisfaction. This is important, as New Voice statistics indicate that 50% of customers are more likely to use a provider with whom they have a positive experience.
If you want to build customer loyalty through loyalty programs, the Fielo Loyalty module in Salesforce is the perfect tool. It allows you to design, manage and benefit from loyalty programs based on data collected in your CRM system.
The tools in customer service systems allow you to control the company's contact management and monitor customer interactions. This allows salespeople to conduct conversations that take into account previous contacts, making the customer feel recognized and satisfied with the service. This, in turn, translates into more efficient sales processes.
In Salesforce, you can customize the contact view by adding fields to a standard template for a company or customer. In doing so, it's worth considering:
It is important that the customer's screen is clear, focusing only on relevant data.
If you are looking for the perfect CRM system and still have doubts, check out our ranking of CRM systems
Do you manage customer relationships through a variety of communication channels, including social media? With special applications, it is possible to effectively control customer interactions on platforms such as Facebook, Twitter and LinkedIn.
One particularly effective solution is the Social Media Customer Service feature, available as part of Salesforce's Service Cloud platform. It allows you to automate responses to key words, hashtags or language recognition in customer-related posts. Additionally, your employees can efficiently adjust and seamlessly transition between different communication channels during the service process.
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CRM systems collect, segregate and allow editing and analysis of data, which is the foundation for making decisions and drawing conclusions. The more transparent this information is, the more accurate decision you will be able to make. This is one of the key features of CRM systems.
With the Service Analytics module in Salesforce, you have quick access to a large amount of data. Your employees can track call history or customer activity on your website from any device. This solution eliminates the need to use complicated tables or wait for your IT department to present relevant information. You have everything in one tool, with access independent of your location.
Need support in analyzing the collected data? CRM systems provide an excellent tool for tracking neglected contacts. Now you can effectively take action to revitalize customer relationships. With access to data, your teams won't miss any sales opportunities.
The Opportunity Management module within the Sales Cloud platform in Salesforce allows you to monitor and analyze available customer information. This tool automatically routes sales opportunities to the appropriate employees. Through integration with Sales Analytics, it also pinpoints best practices, allowing you to tailor sales strategies to the most effective solutions.
Launching CRM software is key to improving customer service for your employees. This allows for faster and more efficient operations, resulting in more productive teams and happier customers. In sales and marketing, CRM is great for tracking prospects (leads) and campaigns from start to finish, allowing for more efficient processes.
The Lead Management feature, available in Sales Cloud's Salesforce platform, allows campaigns to be monitored across all channels, including social media. This allows you to make better decisions, such as allocating resources or transferring customers to the right areas. You'll find all the tools you need to increase conversions from the leads you collect.
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CRM systems are key to effective combined sales, enabling better interaction with customers and exploring their needs and behavioral patterns. Access to this data for all employees opens up a wide range of possibilities for their use in various processes. If they see an opportunity, they can offer additional (up-selling) or complementary (cross-selling) products to the customer, which can significantly increase profits.
The Salesforce CPQ module is a comprehensive tool that supports salespeople in creating customized offers. With Guided Selling, it is possible to find the optimal products and services for each customer, based on the entered data. This module also allows you to create professional offers and send them directly from the CRM platform.
Of course, a customer service system can effectively boost sales by better managing teams. The key is to monitor their activity and focus on specific, strategic goals. What does this mean in practice?
For example, if you notice that your team is regularly engaging with customers to expand their business reach, then your CRM system has probably contributed to increased sales. The situation is different if your attention is directed to other, less effective activities, such as training or coaching.
Regardless of the type of business, project management tools can be helpful. One example is the TaskRay application, great for planning, execution and reporting of activities. It's a tool that puts both individual employees and entire teams in control of tasks. It allows you to always have an overview of what has been done and what still needs to be accomplished, which consequently affects the company's performance.
Also check out CRM integration with Subiekt
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