Provide exceptional support with a 360 degree view of the customer.
Examine all customer interactions to understand the context of new cases. Use historic information to enhance case responses by incorporating the latest updates on individual needs and concerns.
Keep customers happy and resolve issues faster with a central place to record cases and create a feedback loop between support, sales and product teams. Prioritise projects based on urgency and route cases to the relevant member of staff.
A simple self-serve portal lets customers log support queries and issues, which can be tracked and responded to directly by you. Give customers access to a knowledge base where they can find answers to FAQs, check for known problems and download support documents.
Monitor your response time to inbound cases and identify bottlenecks in your workflow. Gauge how satisfied customers are by keeping up an open dialogue from within the CRM, even after a case has closed.
Share information with team members and quickly escalate queries where appropriate. Get expert knowledge at your fingertips with the ability to look up and contact colleagues with specialist knowledge.
Having the correct tools to deliver exceptional customer service translates into steadfast customer loyalty and higher lifetime value. Increase revenue brought in through renewals and referrals. Validate your business with improved customer advocacy.