SupportCRM

 

What is the Goal of Customer Service?

The ultimate goal of customer service and support is to quickly and effectively help customers and retain their business. A comprehensive CRM software doesn’t just help in optimizing sales and marketing functions, but it also includes Support CRM that helps you boost customer service operations. Support CRM helps you nurture important customer relationships.

Support goal
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1. Provide strong SLA based support for customer complaints

Even the best product or service runs into occasional problems, leading to customer complaints. How you respond to such customer problems determines how long that customer stays with you. With its easy to use Case Management system, SimpleCRM helps in capturing customer complaints received through calls, emails, website, customer self-service portals, etc. and helps in cataloging them under appropriate category. SimpleCRM also facilitates defining case/issue escalation rules which ensure timely, Service Level Agreement (SLA) based response.

2. Consolidated knowledge-base

By diligently tracking and cataloging customer complaints through CRM over a period of time, a lot of data accumulates within the system. SimpleCRM allows leveraging of that data to deliver business intelligence via stored articles, reports and dashboards pertaining to most common issues and their resolution, average time to respond by Customer Service Representatives (CSRs), Customer feedback, etc. This information can be used to refine product or service, improve the efficiency of CSRs and improve overall customer satisfaction levels.

3. Capture customer insights

As in most situations, the 80-20 rule applies in many business scenarios, for example:
A) 20% of the customers often account for 80% of the sales
B) 20% of the customers often report 80% of the complaints

An interesting aspect is that the 20% customers from A and B are often not the same! SimpleCRM can help you segregate your customer base into those generating
a) more revenue, less complaints
b) more revenue, more complaints
c) less revenue, less complaints and
d) less revenue, more complaints.

This information helps you prioritize your customers and provide the highest levels of service where it matters most.
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Multi Channel Ticket Creation

SimpleCRM helps in capturing Customer tickets through multiple channels. Not only does it automate ticket capture from traditional sources such as incoming emails, inbound calls, bulk tickets from 3rd party sources, websites etc., but it also enables automatic ticket creation through social listening, especially from Facebook and Twitter.

 
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Rules Based Notifications & Escalations

Define conditions and actions to automate the escalation alerts, if ticket remains idle in the same status for length of time. Prioritise tickets based on its level of importance and define escalation conditions and actions accordingly.

Set workflows to trigger emails notifications to multiple stakeholders for hassle-free operations. Create and maintain email templates for automatic email alerts & notifications.

Rules
Tickets-Mng

Rules Based Ticket Assignment

Once Tickets are captured, SimpleCRM’s ticket Routing Engine enables the administrator to set powerful workflows through simple on screen drag and drop to define the ticket assignment logic. For example, ticket assignment based on round robin, least busy or Single user method. It allows has a new ticket holding bucket feature where incoming tickets are put on hold pending manual review process.

Automated Workflows

Create basic or advance workflows within SimpleCRM that can make an incredible difference to customer service. Workflows can help you to automatically interact with your leads, applicants and opportunities and any custom build modules. Set multiple conditions to be met with any combination of actions like triggering emails to stake holders, creating new records or modifying existing records etc. You can also set up escalation rules and also assignment rules for tickets generated via multiple channels.

workflows
Knowledge Base

Knowledge Base Categories & Articles

Knowledge Base module provides the ability to create, maintain, and publish articles. Knowledge Base articles can cover a variety of topics like case resolutions or frequently asked questions and can be for referenced. Once an article is created, you can view and edit information pertaining to the article via the detail view. Once customer raises a ticket, employees can search articles in KB to check if similar issue was addressed earlier and what was the resolution.

Bug Tracking

With SimpleCRM Bug Tracking, manage product-related defects, either found internally or reported by customer. Bug-tracking  is clear centralized overview of development  & its state. Prioritize the list of pending items which provides valuable input when defining the product road map or just the next release. Ensure all bugs  are managed based on priority, status and category.

bug tracking
Documents

Document Management

Access and update company specific documents, each document record can be related to other SimpleCRM records such as accounts, cases, opportunities, and many others. Attach reference documents related to tickets and exchange information through notes and attachments with customer. Upload & categorize documents with  keeping a record of the various versions created. These documents could be of any type like PDF, Word, Image etc.

Public & Private Notes

Create & send emails with public notes & attachments related to ticket for interacting with customers & track communication between the support rep and customer. You can also tag private notes for internal communications. Create notes to write about reminders, questions and anything you would write on a paper. Store information related to customers, which you may need later for internal purpose.  You can also attach supporting documents to a note. These notes & attachments are tracked and maintained for each tickets that the customer raises.

Notes
Marketing Analytics

Reporting & Analytics

Analyze customer problems and how well your customer support team is solving these issues. Create reports to measure open tickets by time period, support representatives, priority etc.

With these analytics, take in depth view into customer satisfaction and enhance organizational performance.

SimpleCRM provides various key Support metrics & dashboards at your fingertips. There are 50+ out of box reports, including:

Tickets by Type, Tickets by Priority, Tickets by Status, Tickets by Users, Tickets by ticket Source, Calls By Users, Meetings by Users etc.

Support Portal

Provide customer self service portal to your customers so that they can submit and review issue status, bug reports.

Portal helps customers to create, view tickets and to communicate or exchange documents with support reps .

Portal