The Importance of Having an Online Customer Management System

Customer Management System

The Importance of Having an Online Customer Management System

Even though the Ecommerce sphere is still expanding and is rather healthy the next milestone is yet to be reached. While the entire idea of e-commerce is based on being able to buy things online without having to go to a real shop consumers still want personalized offers that are tailored to their needs. The only way online shops can do this is to grow their database of information about their leads and adapt based on that data which is what a customer management system is designed for.

As your business grows, so does your data

Sure, a lot of SMBs may use some alternative approach to gather and share data about their customers, Excel spreadsheets and similar solutions, but they surpass that phase in no time at all. Simply, the data becomes too robust to handle on a day-to-day basis without a specialized software solution. See this as an example: www.bpmonline.com/crm/customer-management-software

Being that a lot of businesses are moving to a multi-channel approach, in order to enable their customers to reach them through channels they are most used to, the data gathered becomes more complex. Your data shouldn’t be a burden on your business organization, it should be a basis for easier decision making and better customer service. A CRM can help you gather the most relevant information instantly as well as help you manage it regardless of its rapid growth.

 

Real-time data access and cross-departmental benefits

Being that CRMs use cloud technology your data is always available and updates are instantly available to every individual team member. This is very important because all departments can benefit from the accessing this data. The sales department is the obvious example but also marketing, development, customer service, etc. All of these departments will also add to your data base and improve the overall awareness of the team about who their customers are and essentially, what they want.

Furthermore, by working with the same data different departments will have a chance to collaborate more closely and have a better understanding of the overall goals. Coordination between departments improves and therefore gives a better experience for the customers.

An Online Customer Management System helps avoid data loss

Online Customer Management System

We don’t mean to say that sales teams are blind to who their customer are without a CRM. Far from it, but gathering this information in a proper manner and utilizing in through your entire business process is something that is more of a team effort. Customer insight doesn’t just come from one place and a lot of the times valuable information can get lost in the sea of day-to-day tasks and correspondences. This kind of data loss can leave a business blind to issues that are ailing their business organization, new markets, sales opportunities, better marketing, etc.

Customer experience

On the customer side of things, the application of this kind of approach is reflected in increased loyalty, more purchases and improved brand awareness. A personalized approach to sales is a message to the consumer that you are ready to go the extra length to meet their requirements. A more organized and in the loop, so to speak, customer support is also a direct benefit of having a well implemented CRM. There is less time wasted getting them updated with the issue and as time goes by, there are fewer situations where they don’t know how to deal with in a reasonable amount of time.

E-commerce is becoming more customer focused and companies are struggling to provide the best possible experience to, sometimes, very large number of people. Without a CRM it would be very difficult to deal with success in e-commerce.

How Can Automation Help Both You and Your Customers?

Loyal customers and efficient employees are the bloodline of any business. However, many organizations, especially small businesses, still face challenges such as high operational costs, attracting and retaining new clients, improving quality, and increasing business growth in general.

According to Forbes, there are ten business trends that will drive success this year. But the number one solution is the use of artificial intelligence technologies to better navigate the customer experience with the company.

This comes as no surprise. since automation is the first step many corporations use to ease the efforts of repetitive tasks as well as to enhance customer satisfaction. And the tool that can help to achieve this goal is customer management software.

Why Automation?

Adopting technology that will optimize an array of business processes without having to manually perform those tasks is a true business saver. Although automation depends on what the organization is trying to achieve, when it comes to consumers, it leads to personalization and better quality of service among other things.

That being said, no matter the goal, automation is an excellent choice for:

  • Increasing productivity by reducing the time spent on repetitive tasks.
  • Reducing the risk of human errors
  • Introducing a flexible and consistent service
  • Lower the total costs of defects, repetitive tasks, employee training, and customer acquisition
  • Ensure compliance with both external and internal requirements
  • Creating knowledge-empowered strategies and identifying market opportunities
  • Enhancing marketing and sales pipeline
  • Gaining a competitive advantage and broader business awareness

What is Customer Management Software?

Customer management software is a unique CRM (customer relationship management) system of separate business management tools that work seamlessly together toward improving customer interactions, retention, and loyalty across multiple channels. It optimizes every process that involves building relationships with clients by enabling organizations to accurately and efficiently satisfy all customer needs.

But beyond simple automation, a customer management system helps to develop strategies that boost revenue. Thanks to collaborative tools, team members are able to communicate and perform better while the business has the chance to maximize sales opportunities, marketing, and service or product offers.

If you are interested in learning more about this software or want to try the free version for yourself, be sure to follow this link: www.bpmonline.com/crm/customer-management-software.

Customer Management Software Features

In order to understand what you get with this software, here are a couple of features that can take businesses to the next level:

  • Contact management/Documentation flow – Organizing and managing vital customer data collected through multiple channels (email, chats, social media, etc.) in a single centralized database.
  • Lead management – Tracking and evaluating sales activities and tasks for managing leads from prospects to loyal consumers.
  • Knowledge base – Building a knowledge base or a self-service system for 24/7 customer support.
  • Marketing automation – Managing marketing campaigns from beginning to end, including automating workflow, focusing on target consumers, and measuring the overall success.
  • Dashboard & reports – The intuitive and user-friendly dashboard helps entrepreneurs to spot new trends, market opportunities, customer behavior patterns, and more. Also, some CRM solutions can make accurate reports in a timely manner by generating data in real-time.
  • Analytic tools – Apart from gathering crucial information, the software also provides powerful analytic tools for making the most of your data by analyzing patterns and generating insights for smarter business decisions.
  • Mobile application – Cloud-based CRM vendors enable mobile use of the system for accessing data anytime and anywhere.
  • Ease of use & customizing – The software setup is simple and easy to navigate. Plus, the system allows customization and the option to select of the best development path suitable to specific business requirements.

Conclusion

Now you can see that automation is the key to market and competitive advantage. Through automation, customer and employee satisfaction increase while the business can experience steady growth. Since digital technology solutions are now a must-have strategy, take advantage of only the best customer software management systems. Look for the potent features listed above and use it as guidelines once you decide to integrate and optimize dated business practices.

Best Help Desk System: Choose Your Software Type

Best Help Desk System

According to Gartner projections, satisfying customer experience is the main priority for more than 50% of organizations this year, while 62% of companies believe customer experience delivered by contact centers is the key to gaining a competitive edge. In other words, the customer satisfaction depends on service desk operations and the best help desk tool for efficiently addressing customer queries.

In this article, we’ll address different types and characteristics of quality help desk software. If you are currently on the lookout for software, take a glimpse at the best software examples listed below or visit this website to find more information on the topic.

What is a Help Desk System?

Help Desk System

Help desk software, often referred to as service desk, is actually a point of contact between users and service desk agents, and a valuable ticketing system that helps a company manage customer interactions more effectively. This powerful tool serves to track and determine whether things are being done correctly, and contributes to the enhanced management of processes, tasks, and service requests.

The term ticket refers to potential issues, complaints, or queries customers submit to different teams, such as customer service, the sales department, or technical support. The goal is to nurture customer relationships through fast and efficient resolutions.

That being said, there are many solutions on the market today. While some help desk systems are limited to the specific process of dealing with customer issues, advanced solutions offer an additional support for employees. Here are a few modern examples to help you select a useful help desk technology that covers both fields:

  • Bpm’online – There is a reason why this type of help desk system is first on our list. Bpm’online software is a two-in-one solution: a dynamic process-driven CRM and a potent help desk solution that improves productivity across multiple departments and boosts customer service operations. It’s an efficient and reliable help desk solution that includes a great 14-days free trial plan.
  • Freshdesk – Similarly to bpm software, Freshdesk has many satisfied users and an excellent free trial advantage. It aims to support service agents by providing a wide range of tools for promoting collaboration, enhancing customer support, and building opportunities for better product promotions.
  • ServiceDesk Plus – This kind of software is both a help desk and asset management system. It’s available for on-premise or on-demand application and offers an integrated package of tools such as contact management, asset tracking, trouble ticketing, self-service, and more at a reasonable price.
  • LiveAgent – While the previous help desk solutions are meant for businesses of all sizes, LiveAgent is perfect for small businesses in particular. Among many software features, phone support, live chat, support portal, API, and social media integrations stand out the most. The best part is that you can also take advantage of the free trial before you make your final decision.

Help Desk Software Types

Help Desk Software Types

In order to get more familiar with your help desk options, it’s time to take a look at different types of help desk software. As usual, the help desk system can be hosted in the cloud or on-premise. However, their application differs, which is why it can be divided into five common types:

  • Web Help Desk System: Also known as SaaS (software-as-a-service) system, web help desk is hosted on the supplier’s server. Users have different points of access (via vendor’s site, mobile app, desktop) and the system’s application includes technical support, system maintenance, upgrades, and data backup.
  • Cloud-Based Solution: Like web help desk software, the cloud-based solution is hosted on remote servers and offer both basic ticket features and a more advanced service, including deep customization and integration capabilities. Additional benefits of help desk in the cloud are secure data backups and a low recurring monthly fee.
  • Enterprise Help Desk: As the name suggests, this software is the ideal solution for large companies and their complex operations. Therefore, this is the most complex module that, among many other features, also includes service request fulfillment, survey management, IT asset management, and more.
  • On-Premise Software: On-premise software is a licensed system located on a company’s premises. This implies that business owners must purchase a software license for installation on their servers. Although on-premise help desk offers more security regarding the company’s critical data, it also has a couple of disadvantages, such as scheduled upgrade costs and a full responsibility for system maintenance and data backup.
  • Open Source Help Desk: Unlike solutions that require a user license and permission to access, this software allows users to access the source code. Thanks to this ability, developers are free to implement modifications, add features, and fix the bugs in the system. Additional advanced features and technical services are available for free or a small fee.

Selecting the right help desk software for your business might be overwhelming, especially if you are not familiar with technical details. Approach this process carefully by identifying the features your company needs the most. Look for advanced help desk tools that can take your business to another level and let enhanced customer experience drive your business success.